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 

You have to create After BR on 'sys_email' table with condition that Type is 'sent' and Target record is from Incident table and Created By is not 'Admin' or 'system' which means is it not triggered automatically.

Then in Script, you have GlideRecord Incident table and fetch Target Incident and update new checkbox field 'respond to' as TRUE.

Now in your Stop Condition of SLA, you can make "Respond To" changes to "True" as condition to stop the SLA.

[Deepika Gangra1]

Hi @AnubhavRitolia ,

I got the solution. Thank you for helping.

But here i am not fetching any target incident ,it is applicable to all the incident.

What do to in this condition.

Thanks

Deepika

[AnubhavRitolia]

@Deepika Gangra1 

I did not got what is your ask now?

[Deepika Gangra1]

I am trying to say that in script when we glideRecord incident table and add query to fetch target incident so here i don't want to fetch any specific record, its for all incidents.

Hope you got the point now.

Thanks

Deepika

[AnubhavRitolia]

Ok great. Got it.

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