Reset SLA when comments are provided

[Fredo]

I have a SLA for Case P1 (1 hr) and I want to restart the SLA whenever the case gets a comments added.

I dont see "additional comments" in the reset conditions

I am also looking at Inactivity Monitor and I can't find any field or logic that can reset the SLA if the case gets a comment update.

Any ideas on how I can accomplish this?

 

[Saurabh Gupta · Accepted solution]

Hi,
Create a custom field checkbox "Comment updated" and onBefore BR, and checked as this field as true.
If This field "Comment updated" becomes true write onAfter BR to mark as false.
Use "Comment updated" field in the reset condition.

[Fredo]

Thank you so much for your prompt response but I am looking for a more OOB solution.

[AndersBGS]

Hi @Fredo ,

In regards to your question, what is your business case / business value. to reset the P1 SLA every time a comment is updated is not the purpose of the SLA and there is no OOTB solution for this. Best solution is what @Saurabh Gupta  has recommended, but would recommend you to do so.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders