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]

The BR which sets the "Responded to" Field, run it just on update and not insert.

That why when incident is submitted and description is set in additional comments, that BR will not run , but when any user will update additional comment, it will set the "Responded To" Value to true, solving your problem.

Please mark the answer correct/helpful accordingly.

[Burhan Shah]

Thank you Raghav for your reply.

I've done that already. Please check the below screenshot, the description is added as if the user has added comments even before the incident is submitted.

Regards,

Burhan Shah

[RaghavSh]

@Burhan Shah cab you share the screenshot of BR conditions and  script?

[Burhan Shah]

@RaghavSh Here you go.