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?

[goutamchalkikar]

Yes we can see "Addition comments" field in pause condition. But i want it in stop condition.

My SLA stop condition is :- Assign_to != empty & Assignment_group != empty & addition_commnets is changed;

But i don't see "Additional comments" field in conditions.

[katerinam]

Hi Goutam,

I agree with the above two posts that the best way to solve this issue is to update another field on an incident when additional comments are added.  I recommend using Hold state and add an appropriate reason to choice list to indicate why hold is added.   This way you can use it not only for SLA, but also easily filter incidents with this state and hold reason.

To set the state and hold reason, you can do a simple no code Before business rule.   Screenshots are below.  I have added your SLA conditions to the business rule to put Incident on Hold only when Assigned To and Assignment group are selected.  Then on SLA definition you just need to use Hold state with the proper reason condition to trigger SLA stop.  

Thank you,

Katerina Miner