Relative duration and pause condition

[Sebastiaan de V]

The wiki (Defining Relative Durations - ServiceNow Wiki) clearly states: "Pause conditions are not compatible with Relative Durations" I want to understand why as this is the most clear and straight forward way to implement the customer requirements on SLA. As far as I know, the relative duration is calculated only once to fill in the planned end time. When I update the TaskSLAController script (on a developer instance off course) to not consider the relative duration:

if (/*taskSLAgr.sla.duration_type != '' ||*/ !taskSLAgr.sla.pause_condition)
                 // relative duration SLAs, and those without pause conditions, cannot pause
                 return;

and

// a "relative-duration" SLA cannot pause, whatever conditions might be in the SLA Definition record
     /*   if (taskSLAgr.sla.duration_type != '')
                 return; */

Pausing of the task sla seems to work fine, including the calculation of pause and elapsed times.

Can you explain me where this will/could go wrong? I am also looking for alternatives to implement relative duration SLAs with pause conditions.

[simona7]

Hi,

I wonder the same thing, why shouldn't you be able to pause the SLA just because relative duration? For example we have standard requests for our customers, could be 2 days. If we reply the customer after one day and tell them, this is now finished, we don't want to close the request cause we want confirmation from the customer. If the customer is slow and reply after 3 days we already got SLA breached on the request..

I'm going to try the same in our dev instance.

[drbryson]

Hello,

I think the crux of it is when you're using a relative duration you're essentially measuring in terms of actual time, and unlike business duration it does not pause. It seems there's an underlying promise with relative duration that if you say you'll get it done on this date, then it should take into account any non-business related delays (after hours, weekends, etc..) before you calculate it and set it; otherwise it is like pausing actual time.

Hope that makes sense.

Regards,

Dante

[Ak Islam]

Hi Guys,

is there any solution for this? I have relative duration based on catalog variable. But when the assignment group changes, SLA needs to be paused.

I cant even see Pause condition when relative duration is selected. (I know there is a UI policy running).

Can any one please advise if you guys have added pause capabilty on relative duration?

Thanks in advance

AK

[Ak Islam]

Hi sebastiaan,

Have you implemented relative duration SLAs with pause conditions.?

Thanks

Ak