“Stop SLA clock in ServiceNow” Practice Problem

Introduction

We have a requirement to stop SLA clock in ServiceNow on the Incident form whenever there are any existing open Incident Task(s).

In this article, you will understand how to tackle this kind of requirement, and believe me you will not face any issues in the future for this kind of requirement.

Understand the problem 

Prerequisites (Configure an SLA on Incident form)

Yes, please configure the response SLA on the Incident form to complete the stop SLA clock in ServiceNow requirement. 

Create a True/ False field

To stop SLA clock in ServiceNow and achieve this requirement, we need to create a True/ False field on the Incident form (Open Incident Task(s)).

Remember, we will use this field in the stop condition of SLA.

You also need to consider the fact that this should cater to both scenarios: Incident Task is newly created as well as it getting reopened.

Configure the scripting 

Create a Business Rule 

You need to create a Business Rule to accomplish this requirement: Stop SLA clock in ServiceNow.

How could you do that?

Name : Set Open Incident Task(s) to True

Table : Incident Task

Advanced : True

When : After (Insert, Update)

Script : (I would recommend copy this code in your instance and try it out)

(function executeRule(current, previous /*null when async*/) {
	var incidentNumber = current.parent;
	var incidentTaskRecord = new GlideRecord('incident_task');
	incidentTaskRecord.addQuery('parent', incidentNumber);
	incidentTaskRecord.query();

	var hasOpenTask = false;

	while(incidentTaskRecord.next()){
		if(incidentTaskRecord.state != 3){ //State is not closed
			hasOpenTask = true;
			break;
		}
	}
	
	var incidentRecord = new GlideRecord('incident');
	if(incidentRecord.get(incidentNumber)){
		incidentRecord.u_open_incident_task = hasOpenTask; //u_open_incident_task is True/ False field on Incident Form
		incidentRecord.update();
	}
	
})(current, previous);

Explanation

First, we are going to check the parent of incident tasks in the Business Rule, and once we find if any of the Incident Tasks is getting created or reopened then stop SLA clock in ServiceNow.

Configure stop condition of SLA

Now, configure the stop condition of SLA to “Open Incident Task = True”.

Add-ons to stop SLA clock in ServiceNow 

Alternate ways

Yes, there are alternate ways to achieve this requirement and this is not the only way to achieve it. But I have tried to explain to you more thoroughly how exactly you can tackle this kind of scenario. 

Do you have any other method to resolve it?

If you can resolve this problem in a better way, then do let me know in the comments.  

Refer these Resources

Since you are new to it, try to refer to these resources for a better understanding of the fields and Business rules. 

22-Day plan to master ServiceNow Scripting

Also, check these as well  :

• ServiceNow Docs – For Documentation purposes
• ServiceNow Community – For asking any questions if you are stuck anywhere

Try to solve these problems on your own and then refer to the solution mentioned above- Let’s get into it and solve the problem.

FAQs