SLA STOP condition when "Additional comments" are added.

[goutamchalkikar]

HI All,

I have a requirement for SLA STOP condition on inciddent.

1. SLA should stop when  "Additional comments" are added on incident form.

I am not able to see "Additional Comments" field in sla condition drop down.

How can i achieve this?

[Harsh Vardhan]

additional comment will not appear on stop condition on sla.

kindly have a look on below thread. michael has provided solution , give a try. 

https://community.servicenow.com/community?id=community_question&sys_id=b5e4ece6db0a5fc0b61ff3231f96...

If my answer helped you, kindly mark it as correct and helpful.

[goutamchalkikar]

But it's not recommended to add new custom field in our case.

[Harsh Vardhan]

refer the below doc link, try with that approach. 

Create a custom SLA condition rule

[Jaspal Singh · Accepted solution]

Hi Goutam,

When Comments are added you there would be changes in some other field as well (for instance state from Awaiting User Info to On-Hold) which can be used to Pause SLA.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.