In SLA definition, which one is a condition that trigger SLA?

[Manu37]

Hi,

In SLA definition, which one is a condition that triggers SLA?

- Start, Pause, Stop

- Start, Pause, Reset

Appreciate your response!!!

Thanks

[MrMuhammad]

Hi Manu,

Start conditions triggers the SLA. 

Pause condition pause the SLA timer when specified conditions met.

Stop Condition completes/stop the SLA when specified conditions met.

Reset Condition Enables you to define the conditions under which the running SLA will be completed and a new SLA will be attached. For a new SLA to be attached, the start condition must match.

Ref - https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-level-manageme...

Thanks & Regards,

Sharjeel

[Manu37]

Thanks for reply.

I'm preparing for CSA exam, I came across this question in one of the practice test and and I'm bit confused with the answer, flash card say's - Start, Pause, Stop,  and in classmarker -Start, Pause, Reset. so, which one is correct?

[Tony Chatfield1]

Hi, as detailed in Muhammads reply, neither answer is completely correct. Are the flash cards from servicenow or an accredited vendor? If they are perhaps there is some context missing? By loose interpretation, start, pause and reset is correct, start and reset can start an sla, pause ( not being met) can restart a paused sla.