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

[shravan3]

Hi,

Below is the code of that busineess rule after insert and update - task sla

condition: current.planned_end_time.changes() && !current.planned_end_time.nil()

var inc = new GlideRecord('incident');

inc.addQuery('sys_id' , current.task);

inc.query();

if(inc.next()){

  if((current.sla.u_sla_type == "response") && (current.stage != "cancelled")){

  inc.u_response_deadline = current.planned_end_time;

  inc.opened_at = current.start_time;

  }else if((current.sla.u_sla_type == "resolution") && (current.stage != "cancelled")){

  inc.due_date = current.planned_end_time;

  }

  inc.update();

}

Thanks

[Alikutty A]

Have you tried changing its order above the new business rule?

I believe this should run once SLA is completed.

Thanks

Please Hit like, Helpful or Correct depending on the impact of the response

[shravan3]

Yes i have tried the changing its order above new business rule.

It is not populating the above the business rule field after completion of SLA

Thanks,

Shravan Kumar