Sla Script include Not triggering

[sntest658]

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

[Hemanth M]

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