UI Action (Accept)

[Mohamed Elsayed]

Hi All,

During the implementation of ServiceNow we decided to do the below:

1- Disable the (Accept) UI action for our agents so they get the cases assigned to them without accepting these cases.

2- The SLA response time is met once the case is assigned to an engineer.

Now, we want to revert it back, so I want to enable the (Accept) button for agents, I checked the UI action and the state flow as shown below but I cannot enable the UI action again.

So, if you can help me with:

1- How can I re-enable the UI action (Accept)?

2- What is the best practice for the SLA response time (Stop Condition)? 

Regards,

Mo

[Mark Manders · Accepted solution]

The UI action shows active, right? So what do you mean that you aren't able to reactivate it? 

You could go to 'versions' and just pick the previous version and revert to that one, then you have removed your customization.

Best practice to stop the response SLA? I have never seen a good one. Assigning doesn't make sense, because you don't respond. And even a 'I am picking up this case' message also isn't really helpful, unless you define 'response' as 'we have seen that you have logged a case and will start working on it, the moment we have time'.

The best way would be an update on the record with meaningful information, so the caller really knows what he can expect, like "We have received your case and reviewed it. It has been classified as a priority X case and we will start working on it asap. The information you provided is sufficient to proceed" (or is not sufficient and we'd like you to give some extra info). Than you really know your case has been seen. 

But most companies go for the 'state != new' condition and have automation to put it to 'in progress' (or auto assigning and stop on 'assigned_to != empty' so response SLA is always met. As customer, I would like to see a definition of 'response' in my SLA contract.

[Mohamed Elsayed]

Yes, the UI is active as shown below, but it is not shown on the form. If I remove the condition which is (current.state==1 && (new global.StateFlow().validFlow(current, '57844543c3123100d6d210c422d3ae76', 'manual'));) it will be shown on the form but does not do anything when you click it.

For the response SLA, I agree with you and I want to change it to (when additional comment changes) but I cannot find such option in the (SLA Stop condition).