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

dbenjile1 · ‎05-15-2018

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 · ‎05-16-2018

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.

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Angela Posada · ‎04-25-2019

Hello,

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

Thank you, my problem is that the SLA keeps attaching, everytime the start condition meets

Angela Posada · ‎04-25-2019

Hello,

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

Thank you, my problem is that the SLA keeps attaching, everytime the start condition meets

dbenjile1 · ‎07-23-2019

Hi Angela, my apologies for the delay response. I havent frequent Community in some time.

I have since moved on from said company, which I developed the business rule.

I vaguely remember how I set it up.

I created a new field called "u_respond_to" with True/False values.

I created a business rule which had the following conditions

If Additional_comment was 'CHANGED' & assigned_to IS NOT empty, set "u_respond_to" to TRUE (otherwise false).

Then I set the SLA STOP condition as

Stop if "u_respond_to" = TRUE

Hope that helps, if you havent already figured it out.

Regards, Dave

Eugene1 · ‎10-04-2019

Hi Dave s this is a mature thread, you've likely moved along. In the Kingston instance and I presume anything beyond one can use additional comments as reset condition as someone else mentioned. In testing we capture satisfaction of initial, as well as successive reassignments and such!