SLA Complete through business rule

[shravan3]

Hi,

We have a requirement to move the incident state to inporgress when an ITIL user is creates the ticket.

We have written a business rule on incidnet table . But It is not working, this business rule is conflicting to attach SLAs to the incident .  

Next we have written on Task SLA table on insert of SLA , moving state to In progress. This is working but it is also conflicting to OOB business rule

"Run SLA" and SLA is moving to complete state.

Please let me know how to move the state to Inprogress when an ITIl user creates the ticket.

Thanks & Regards,

Shravan Kumar

[Alikutty A]

Let the incident be created in New State to trigger SLA and then you can write an after insert business rule for itil user

Condition: gs.getUser().hasRole('itil')

Script

current.state = 2;   //WIP

current.update();

Thanks

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[shravan3]

Hi,

I have already written above business rule.

It is stopping to attach SLAs to the incident .

Thanks & Regards,

Shravan Kumar

[Alikutty A]

Can you please try setting the order of this BR as above 1000 and let me know

Note: This should be after insert

Thanks

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[shravan3]

Hi

Thanks for the suggestions

It is moving to inprogress state and SLA is   also gets completed.

But is conflicting with other business rule :Populate deadlines on incident — After insert   & update — order -100

This business rule on Task SLA table to the populate response and resolution deadline values on incident form

Please let me know how to manage this business rule to populate the Response deadline and Resolution dead line values on incidne form fields.

Thanks & Regards,

Shravan Kumar

[Alikutty A]

Hi,

You can move the order of populate deadline above the new one you added. Let me know if it works or else can you explain what the business rule is doing?

Thanks

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