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

[Amit Gujarathi]

HI @Deepika Gangra1 ,
I trust you are doing great.
Please find below script of business rule for the same

(function executeRule(current, previous /*null when async*/) {

    // Check if the email is related to an Incident
    if (current.target_table == 'incident') {
        var incidentGR = new GlideRecord('incident');
        
        // Query the incident table with the incident sys_id
        if (incidentGR.get(current.instance)) {
            // Set the 'Email Responded' field to true
            incidentGR.setValue('email_responded', true);
            incidentGR.update();
        }
    }

})(current, previous);

[Deepika Gangra1]

Hi Amit,

Thank you for reply.

is this script runs on sys_email table and hope you got my requirement( when user sends email from quick message to the customer, sla should stop).

Thanks

Deepika  

[Deepika Gangra1]

Hi Amit/,

I have tried with the same script but it didn't work.

Please help.

Thanks

Deepika