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?

[tsutherland]

For those who are curious, this is the business rule I created. We have a true/false variable on our incidents called "responded to" (u_responded_to) that is marked when an incident has been responded to by the assigned user and that is what we look at to complete the response SLA.

(function executeRule(current, previous /*null when async*/) {

//gets all journal entries as a string where each entry is delimited by '\n\n'
var notes = current.work_notes.getJournalEntry(-1); 
//stores each entry into an array of strings
var na = notes.split("\n\n");  
                      
for (var i = 0; i < na.length; i++)                 
  gs.log(na[i]);
	
if (na.indexOf("A Microsoft Teams chat was created and messages will be auto imported by System") >= 0);
	current.u_responded_to = true;

})(current, previous);