A Script include and a reference record that can be used to customize the transitions

[ServiceNow Use6]

Hi,

A Script include and a reference record that can be used to customize the transitions between different SLA states?
a) Task
b) SLA Conditions and Script Include
c) Knowledge Instant Publish
d) Application Scoping

Can you please let me know the answer and a bit of explanation? Kindly help.

Regards

Suman P.

[Tony Chatfield1 · Accepted solution]

Hi, options C\D do not appear relevant to the question.

I suspect the question relates to SLA transitions
SLA transitions (servicenow.com)

and SLA condition rules

SLA condition rules (servicenow.com)

so option B