Sla Script include Not triggering

sntest658
Giga Contributor

‎12-22-2025 08:34 AM

HI , My task is calling sla Response should be stopped , when user put comments(customer visible). but i had created script for the , because due to comments (journal field) , in condition type field i added my script include, but the script include is not triggering

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Hemanth M1
Giga Sage

‎12-25-2025 08:23 PM

Hi @sntest658 ,

 

SLA definition condition builder wouldn't really recognize comments changes, you would have to configure custom SLA trigger,

Please refer this thread - https://www.servicenow.com/community/itsm-forum/stop-sla-when-additional-comment-entered/m-p/699931 

 

 

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025
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