WHERIS 'Additional Comment' value? (Setting up the SLA Response - Close Condition).

[dbenjile1]

Hi team,

I am trying to build a trigger for the 'Close condition' for a Response SLA.

Close Condition is..

Assigned to is not empty & a Customer-Visible work-note entry is made (i.e. Additional Comment (Customer Visible) work-note entry).

i.e. The SLA will be met when.. 

 - An agent is assigned the ticket

 - A response is made to the caller/requestor

I'm finding it difficult to locate the value representing "Additional Comment (Customer Visible)", in the drop-down list.

Does this need to be added separately? If so, how?

Thank you for your support!

Regards,

Dave

[Michael Fry1 · Accepted solution]

Additional comments field isn't available as a Stop condition, but can be used as a Reset condition. If this is a one and done SLA, meaning set assigned to and add comments completes the SLA and it should not be triggered again, you'll have to add a checkbox field to the table and set the checkbox to true (using Business Rule) when additional comments are entered and assigned to is not blank. Then use the checkbox field as a stop condition in your SLA.

[Angela Posada]

Hello,

Can you please show me how you did this? I'm havign the same issue, I'm really new at servicenow.

What table reference in the business rule?

Thank you

[dbenjile1]

Thanks Michael,

I ended up creating a business rule.

When additional comment = changed

When assigned_to = is not blank

This solved the problem. thank you.

[Angela Posada]

Hello,

Can you please show me how you did this? I'm havign the same issue, I'm really new at servicenow.

Thank you