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Business Rule for new incidents and expired SLA

PostPosted: Wed Feb 25, 2009 9:38 am
by Schirmag
Hi there,

I like to create a business rule in Service Support/All Tickets/Business Rules for "Object is created or modified" that checks if the incident requesters organisation has an active SLA respectively if the incident requesters organisation has an expired SLA.
Which criteria can I use. How could i build this kind of business rule.

Thank you!

Regards,
Matthias

Re: Business Rule for new incidents and expired SLA

PostPosted: Wed Feb 25, 2009 1:38 pm
by eliaslynch
Looks like you're having an issue because the SLA field is only available in Incident tickets. Try to create the rule under Incidents instead of All Tickets and when you set a criteria for the rule, notice you can drill down to SLA.Status and you can check if it's in Active status or not.