SLA Stop on additional comments

[Burhan Shah]

Dears,

I have modified the incident table and added a field "Responded To" and created a business rule in the same table if an additional comment is added to turn the Responded To option to True. Based on that, I have added an SLA Stop Condition successfully.

Now the issue is that the Description of the Incident is linked with the additional comments section, Once the user submits an incident it catches the description in the additional comments section and the Responded To field is True and the Response SLA is stopping as soon as the incident is submitted.

I appreciate it if you can guide me on how to fix this as it is a very important factor for me in generating the KPIs.

Regards,
Burhan Shah

[RaghavSh]

What should be the short description?

Is that set through BR or record producer, i dont think this change should have any impact on short description.

Please mark the answer correct/helpful accordingly.

[Burhan Shah]

@RaghavSh The short description is added as a mandatory question for the users to submit.

I think it is happening because of the below record producer script: Can you have a look?

[RaghavSh]

Short description is being set as the comments variable in your Record producer. This script does not have any issue. 

Your SLA issue is fixed?

Check if short desc is mapped to any variable?

[Burhan Shah]

@RaghavSh These are the variables defined in the record producer. If you notice that I have changed the mapping here to Work Notes which has fixed the SLA issue.

I believe there is a trigger running on Task/Incident Table which automatically populates the short description based on the variable of the record producer and I am unable to find that.

[RaghavSh · Accepted solution]

@Burhan Shah 

current.short_description= producer.comments;

This line is mapping the short description.