Using MS Teams Chat Integration as SLA response

[tsutherland]

We have integrated MS Teams chat with incidents/requests and I would like to make initiating a chat with a customer a stop condition for the response SLA. When initiating a chat, the system puts in work notes (see attachment).

Currently our response SLA stop condition is a business rule that runs when the incident is assigned to a person and that person puts in additional comments, it marks a custom checkbox "responded to." The SLA stops when that checkbox is true. So I considered adding to that business rule or creating a flow, but the only option I'm given on flows or business rules is work notes changes, I can't specify there is something specific IN the worknotes.

Does anyone have any other ideas?

[ServiceNow Tec2]

This has been resolved by ServiceNow Technical Support. Please refer to KB1149208 for more information.

[ServiceNow Tec2 · Accepted solution]

This has been resolved by ServiceNow Technical Support. Please refer to KB0960805 for more information.

[Alex111]

Reference to a KB that very little can access does not help.   I have an account from a company with a decent size contract, but still no access.  Frustrating.

"Your role does not grant you access to this article. Please use Search to find related content."

[tsutherland]

Agreed. They were responding to my question and I can't even get to that KB, hence my update below on what I did to fix it finally.