How to prevent any Resolution SLA from getting attached to an Incident for a special case?

[subhadeep1618]

I have a field in Incident table: Special Flag of True/False type.

In my platform, there are 84 Resolution SLA definitions on Incident table for various conditions.

My requirement is:

If Special Flag = true for an Incident, then it must not have any resolution SLA.

To do this, I have created below Business Rule on task_sla table:

• When: before operations Insert, Update
• Filter Conditions:
  1. Task.Incident.Special Flag => is => true 
     AND
  2. SLA definition.Target  => is => Resolution
• Actions:
  • Abort action = true

But this is not working - that is - one of the Resolution SLA's is getting attached to the incident.

NOTE:

One solution is to modify all 84 Resolution SLA definitions by adding the condition Special Flag is false in Start condition. But I do not want to manually modify so many SLA definitions.

[subhadeep1618]

Hi @Ankur Bawiskar ,

If you find time, could you please check my requirement.

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Thanks in advance,

Subhadeep.