SLAs for comments box updates

[mohamad_assadi]

Hello everyone.  

I'm looking for   a way to track   SLAs for our clients to ensure we are providing our clients with timely updates.

Trying to create   Subsequent Updates SLA definition for P1 2 hours   P2   4 hours P3   12 hours P4   24 hours P5   72 Hours .   The subsequent update should look to see when was the last time the additional comments box had entry in it, and based on priority and time elapsed should log if we managed to send our clients updates in the timelines defined above or did we breach.

Please help.

[sgrison]

In my opinion just because there is an entry in the additional comments field doesn't mean they are providing meaningful updates to the customer.   Just my 2 cents.

[mohamad_assadi]

Thanks Sean.

I agree but that's where process and supervisors quality checks would come in place to ensure quality responses

[sgrison]

You could create a new field on the Incident form to capture when the comments are changed.   This can be a check box and only set to true when comments are added by an ITIL user.   You can take it one step further and add a date/time field and have it populated with the current date/time when the comments are added.

With a combination of using a Business Rule to populate and clear out these fields and using the Reset Conditions in your SLA definition you should be able to accomplish what you are looking to do.

[Michael Kaufman]

For future adventurers reading this post.

https://www.servicenowelite.com/blog/2019/1/24/last-comment-or-work-note