stop sla on incident task when incident priority is not p1 or P2

[mregragui_ext]

Hello everyone can someone guide me through this need i want to stop sla on incident task when incident priority is not p1 or P2. ( i tried to dot walk the field incident in incident task but not working)

[Nikhil Bajaj9]

Hi AnderBGS,

As per my info Dot walking should not be used in SLA start, stop conditions. Please see KB below:-

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827004

I may not be correct but just wanted to learn more, please share your views.

Regards,

Nikhil Bajaj

[AndersBGS]

Hi @Nikhil Bajaj9 ,

I agree that it's not best practice. In general I would never depend task SLA on the RITM/INC but only on task level. According to the requirement, there could also be a custom field on task level where a business rule update priority from RITM to task... but again, this is neither best recommendations / solutions. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[Dr Atul G- LNG]

Hi @mregragui_ext 

The issue is you are creating the SLA on INC task table and want to put the condition based on Incident task. The solution provide by @AndersBGS  must work but it is not best practice as suggested by @Nikhil Bajaj9 So what you can do

Either create a SLA on INC task and use INC task priority or

create a new field on INC Task table and copy INC priority and without dotwalk use it m but it will be customization.   This is not a good solution but a workaround.