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]

Ok try 2 things:

1. Keep your BR as before and change order to 1000.

2. Change your BR to after and change order to 1000

[RaghavSh]

@Burhan Shah did any of these work for you?

[Burhan Shah]

@RaghavSh I have tried both options but no luck. The same thing is happening, the response SLA is stopping as soon as the incident is submitted because the description has been recorded as an additional comment.

[RaghavSh]

@Burhan Shah you can stop populating additional comments with description.

It will be either in your record producer script or your variable is directly mapped to additional comments.

If that functionality is also required, it can he handled via BR whose order will be less than the order of your BR setting the "responded to" variable.

[Burhan Shah]

@RaghavSh I changed the variable mapping to work notes, and the business rule started to work fine. But now I have another issue, now the incident short description field is empty.