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.

[knight202]

I have no issues with anyone implementing your solution. Or any other solution for that matter. However, you should be cognizant of the fact that ServiceNow doesn't offer this feature because you can run into scenarios where your results will yield negative time or pause time greater than the actual elapsed time of the record. I don't think I need to beg the question as to whether negative time exists, so, you can draw your own conclusions.

If your organization is willing to take that risk, go ahead and implement the solution as you see fit.