I am working on an ETM channel I inherited from my predecessor. Within the code, he refers to the lastSLAClockStop of the existing record. As of the end of November, it doesn’t seem to exist in the payload. Is this a change that was made within IFS?
Changes have been made in recent assyst versions which reduce the fields that are populated by default. Where is the ‘existing record’ coming from?
If it’s being retrieved by ETM you may just need to add lastSLAClockStop to the ‘fields’ property of the relevant ETM lookup.
If it’s coming from an assytt Destination then you’ll need to include lastSLAClockStopn in the populated fields option (probably prefixed with “event.” or similar, dependent on what type of Destination you are working with).
+1Currently, it is an alerts integration in ETM channels. Emails come in, and a ticket is created or updated if it already exists. I’m searching through outbound object, found with the Record to Update query. It is looking for an Event object. I tried your suggestion and added the lastSLAClockStop to the Fields and it did not produce any results.
Hence my guess is that, the clock is running on the events and that’s why the user cannot see anything
Rajana wrote:
Hence my guess is that, the clock is running on the events and that’s why the user cannot see anything
Good point - I may be looking for a more complex explanation than is required !
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