In ServiceNow people are able to create a new SNOWcase in the open state

Hanook
Tera Contributor

‎01-25-2024 12:57 AM

Hi all

 

In ServiceNow people are able to create a new SNOW case in the open state which means that no response SLA will apply. 
All cases should follow the new state regardless of how or where they are created.

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-25-2024 04:54 AM

Hi @Hanook 

 

 

Its not SNOW, its SN or ServiceNow

 

SLA

SLA work on conditions and if your sla has start condition which check the state as well then it will work accordingly.

Response SLA start , as soon as Case created and when a case assigned to group Response SLA stop.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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