The Response OLA clock stops upon sending the first internal communication via email through Service

rmishra4395
Tera Contributor

‎11-26-2024 02:51 AM

Hello Team,

 

Need help configuring OLA for MIM

 

  • The Response OLA clock stops upon sending the first internal communication via email through ServiceNow.

 

Let me know how to achive the above point?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎11-26-2024 03:36 AM

Hi @rmishra4395 

 

Its not that easy , bcz email communication is in another table, and OLA will be on Incident table. and how you identified internal communication.  

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Dr. Atul G. - Learn N Grow Together
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rmishra4395
Tera Contributor
In response to Dr Atul G- LNG

‎11-26-2024 07:26 AM

Hence i am asking for a solution or any workaround for it

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to rmishra4395

‎11-26-2024 08:23 AM

Hi @rmishra4395 

 

I am giving you a solution only.  there no workaround or do you need to change the condition on OLA/ SLA as suggested by @AshishKM 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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AshishKM
Kilo Patron
Kilo Patron

‎11-26-2024 08:10 AM - edited ‎11-26-2024 08:11 AM

Hi @rmishra4395, 

 

The SLA/OLA clock should not stop by any email logic, there should be some other reason. Validate the stop/pause condition ..... check if something written in email script code which is causing this OLA stop.

 

-Thanks,

AshishKM


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