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Ever wonder how to trigger or resume an SLA when a user makes an update to their incident ticket? This video shows you how!
ServiceNow - Trigger and resume SLAs when a user updates an incident in Kingston - YouTube
Topics discussed in this video:
* Addressed a question from Community Post: SLA Restart Conditions
* Created an SLA that will trigger when a user opens an incident.
* Created an SLA that will resume an SLA in Pause when a user makes an update.
* Created a Business Rule which moves the State to In Progress when the user updates the incident.
* Opened incidents as user to demonstrate 1st SLA.
* Made update as user to demonstrate 2nd SLA.
* Dot-walked SLA conditions in condition builder.
* Demonstrated Impersonate feature.
Enjoy!
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