Condition Operator "is different"

[Christophe]

Dear ServiceNow gurus,

I'm building SLA definitions and in the Stop Condition I want to use "Created is different from Updated".

This is actually not possible, as "Updated" is a date field. I can only choose "Is different Hour, Day, Week,..."

Is there a way to work around this? 

When using the operator "is more than", I can only choose hours, days, weeks, ...  . Is it possible to add minutes and seconds as an option?

Thank you for your feedback.

Best regards,

Chris.

[Christophe]

Hello Mark,

I used your suggestion and created a BR, which runs after a monitoring case is created, and it puts a work note in the case. My SLA Stop condition says to stop when Opened is a different hour than Updated. The timer however does not stop. Is it because the Start condition also stays true after the timer has been started?  Thank you for your thoughts on this.

[Mark Manders · Accepted solution]

If you put a reference field to the case on the event, you can have the stop condition on when that field gets filled.

Be aware that an SLA will only start if the stop condition isn't true at the same time it is supposed to start.

But also: these kinds of requirements don't make any sense. I understand that you sometimes need to 'pick your battles', but this is one of those things I would give back with the remark 'can't be done in ServiceNow'.

[Christophe]

I understand that it does not make much sense, but the idea behind it, is that the in a certain case, the response time is the time between the occurrence of an event and the time we respond by creating a case. There is no condition in which I can state that the timer should stop when a case is created. Therefor we came with the condition created is different from updated.

[James Chun]

Right, so you are calculating the time between the event time and the actual time the case is created in ServiceNow.

I'm guessing you will be using 'Retroactive start' within your start condition. And for your stop condition, can't you use something like "state = new"?

[Christophe]

Hello James, That might work as well. Thank you for the tip. Let me test this.