Using script include in SLA

[ToreS]

I am creating an SLA with a Stop condition that checks if the "Updated by" field of an incident is set to the same person who it is assigned to.

Best practice seems to be to create a Script Include and reference it in the SLA Condition field (Class Name). How do I call the script from the SLA Definition?

I have tried adding the field Condition Type and selecting the sla condtionfrom the drop-down list. However, the script does not appear to be triggering.

We are using the Yokohama Patch 7 version.

(BTW: I was able to make this work using a custom true/false field updated by a Business Rule, but we would prefer not to rely on custom fields on the Incident table.)

Regards Tore

[Community Alums]

Hi Tore,

You can review how Script Includes can be referenced from SLA Definitions and how conditions are evaluated using the official ServiceNow documentation below:

• SLA Conditions and Scripts - ServiceNow Docs
• Creating and Using Script Includes - ServiceNow Docs

These explain the recommended approach for using Script Includes within SLA condition logic and how to ensure they trigger properly.

Hope this helps!

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it helpful & accept the solution so others can benefit as well.

[Ankur Bawiskar]

@ToreS 

so if Updated by = Assigned To then you want to stop

If yes then this should work -> Dot Walk Assigned to.user ID [IS SAME AS] Updated by 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@ToreS 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[ToreS]

Thanks for taking the time to answer. First I don't see a way to dot walk i SLA defintion. Also I found this article:

Why dot walk should never be used in SLA definition

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

Regards Tore