SLA should stop when email communication is made on incident

[Deepika Gangra1]

Hi,

SLA should stop when any email communication is made on incident. Email is send via quick message.

Thanks in advance

Deepika

[AnubhavRitolia]

Hi @Deepika Gangra1 

Found similar kind of post with solution on community. Do check the link below:

https://www.servicenow.com/community/itsm-forum/configure-stop-conditions-on-slas-by-email-sent/td-p...

[Deepika Gangra1]

Hi Anubhav,

Thanks for the reply.

Can you help me with the scripting part of the business rule and on which table it is created on?

Thanks

Deepika

[AnubhavRitolia]

Hi @Deepika Gangra1 

Record is created on 'sys_email' table so you may create BR on this table with filter than Target record is Incident record and Created by is not 'admin' or 'system' and than in Script you can check the custom checkbox you create on Incident table.

[Deepika Gangra1]

Hi Anubhav,

I have created one field on incident table 'respond to' with true/false type and as you said to check the custom checkbox.

I didn't get that. Can you please explain.

Thanks in advance.

Deepika