Suspend state options

[Sherry Gere]

Is the suspend state in work flow able to be manipulated? or rather the work flow. Say we currently have the work flow as follows - Ready (which starts our SLA)- Start work (changing to this stage triggers suspend state (pauses the SLA) and close complete (close complete stops our SLA)  to be present). Is it possible to change the flow to: Start work (Suspend 1 is triggered by this which would not affect SLA as SLA has not commenced) and Ready state is triggered by this - Ready state (triggers start of SLA clock) would also trigger Suspend 2 (which would pause the SLA clock) and close complete (which would stop the SLA clock). 

[Aneesh-D]

Hi @Sherry Gere 
Could not really comprehend what you are trying to achieve. But have you tried the SLA Definition to achieve this.
SLA Definition can be used to define Start Condition, Pause Condition, Stop condition and Reset Condition. You can tie these condition to which ever state you want.

[Andreas Borell]

Not sure if I follow your questions, but assuming you want to use the SLA conditions that Servicenow provide, and not something homemade, the thing to remember is that the SLA conditions exists outside the flow of the other objects; SLA conditions are not directly part of other flows, they are basically database triggers that you customize.

Any given transactional object (incident, request etc) can have multiple SLA conditions applying to it at the same time. This can be very useful (for instance, you can define one set of SLAs to cover the whole time an object is active (e.g. an incident) and another SLA to only run while the same object (an incident) is in the state [ongoing]. 

My best advice is that you sit down with a piece of paper (or excel) and draw out the timeline of the object you want to measure, define the SLA conditions you would like to have and see if they can be set up directly in your {dev} instance. SLA conditions have start, pause, stop and reset criteria. Criteria can be complex, multiple triggers using combinations of [and] and [or]. My advice would be to keep it simple.