SLA Definition

[lynchr02]

I'm trying to configure a response SLA on incident tickets that will complete with certain conditions are meet 

An update is made less than 8 hours after being opened within a schedule

The update should be an additional comment or work note made by an ITIL user 

The SLA should remain in progress if the update is the assigned to field changing

[Its_Azar]

Hi there  @lynchr02 

You’ll probably need a custom condition for this in ServiceNow. By default, any update can affect the SLA, including assigned_to changes. A good approach is to complete the SLA only when work_notes or comments are updated by an ITIL user, and ignore assignment-only updates. Using a BR or sys_journal_field check for the first meaningful response usually works best here.

[lynchr02]

I tried this before I added custom fields to the incident table regarding comments and works notes but it didn't seem to take once I amended the SLA stop conditions 

[Aditya_hublikar]

Hello @lynchr02 ,

You can achieve this using a Response SLA along with a small Business Rule.

Create the Response SLA on the Incident table with an 8-hour duration and apply the required business schedule. Instead of directly using work notes/comments in the SLA condition, create a custom boolean field like flag.

Then create a Business Rule on Incident that checks:

Work notes OR additional comments are updated,Update is performed by a user with the itil role,Ignore updates where only assigned_to changes

example :

if (current.assigned_to.changes() && !current.work_notes.changes() && !current.comments.changes())

{ return;

}

if (gs.getUser().hasRole('itil')) { if (current.work_notes.changes() || current.comments.changes())

{ current.flag = true;

} }

Then configure the SLA Stop Condition as:

u_flag = true

If this helps you then m ark it as helpful and accept as solution.

Regards,

Aditya

[lynchr02]

So I created the custom boolean flag to the incident table and added the code to a business rule and set the stop condition to true for the custom flag, the response SLA is staying in progress when the ticket is assigned to someone but an additional comment from that agent who took the ticket is still not completing the SLA