- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-27-2024 11:56 PM
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.
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-28-2024 10:38 PM
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'.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-28-2024 12:03 AM
Hey @Christophe,
I don't understand what you are trying to do with 'created is different from updated'.
Why are you using this for your SLA stop condition?
Cheers
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-28-2024 12:04 AM
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-28-2024 12:06 AM
What is the requirement behind your SLA definition? It needs to stop when the ticket is updated after it's created? Isn't that a weird SLA condition? An after insert BR will update the ticket with some logic (even just validating something) and your SLA will stop. I am guessing it's a response SLA, but you are you measuring the response?
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-28-2024 01:48 AM
Hello Mark, Thank you for the tip. It is a stupid SLA condition, but the "Business" requested this timer. For some events a case is created automatically, so the response time is practically 0. For a lot of events, case are created manually, so in these cases there is some time between the moment the event occurs, and a case is created. So the BR that updates the case after creation is a good idea.
