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Custom durations do not support SLA pause conditions.

sailajaj
Tera Contributor

‎02-19-2026 12:25 AM

Hi All,

Problem:  SLA pause duration seems not working.

 

we tried creating custom script to calculate duration in SLA definition, so with this SLA pause conditions not working? is this known issue?

 

 

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Ankur Bawiskar
Tera Patron

‎02-19-2026 12:43 AM

@sailajaj 

share your config screenshots

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 10x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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glideFather
Tera Patron

‎02-19-2026 12:49 AM

Hi @sailajaj,

 

you said it was custom, without seeing that script, nobody can help you :))

 

And why would you use customisation, why not using the OOTB SLA module?


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