Configure STOP conditions on SLAs by email sent

[shonamac]

Hi,

We are using the Service Desk > Call module so that all incoming cases are held here until they are triaged as the respective type

Our environment is configured that when an Incident is created, the Caller will receive an automated email advising them the issue has been logged along with case number.

Our SLA conditions are set to retroactive start so are started at the time the Call was created in the system.

I'd like to configure the SLA stop condition to stop fully when this email notification has been sent out, but I'm not seeing anything that really covers this in the conditions section.   Is this possible?   Would I need to create a new field say "case email sent" that would be checked when the email notification has been sent and then set that field in the condition or is there an easier way.

I do have a current workaround but it's not quite was I was trying to achieve.

Any guidance would be appreciated

Thanks

Shona

[Chuck Tomasi · Accepted solution]

Hi Shona,

Yes, you would need to create a new field to track if that initial email has been sent. SLAs can only react to fields of data, not events like an email being sent.

A true/false field should suffice. If you are more interested in WHEN the email was sent, you can also use a date/time field should you need that for later reporting purposes.

Note: Just because you create the field doesn't mean it has to go on the form.

Creating New Fields - ServiceNow Wiki

Defining an SLA - ServiceNow Wiki  

[shonamac]

Hi Chuck,

Thanks for confirming my thoughts on this one.   I'm having so much fun configuring these SLAs!!

Shona

[ron_tavares]

I have the same requirement and like this concept.   But I am curious as to how you would set the Mail Sent flag.   Would you use a Business Rule on the sys_email table?

[shonamac]

Hey Ron,

To be honest I never took this any further, as it turns out that we won't be sending the email for all scenarios so it's not going to work for us.

If I was going to look into this further I'd certainly start with your approach and see if that gave me what I was looking for - sorry I can't be of more help at this stage, maybe Chuck can weigh in here