SLA percentage Timer Action is not pausing
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07-06-2026 10:25 PM
Hi,
I have used the "Wait until X% of SLA Duration" to trigger SLA notifications.
Issue: My task_sla is in Paused state but the flow just continues to go to next step and marks it up as completed.
it cross 50% mark then 75% mark and doing the subsequent action.
SLA Percentage Timer step [SLA Percentage Timer] is not behaving correctly. Is anybody else observing the same issue & please suggest some workarounds.
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07-06-2026 11:22 PM
Hi @Rahul Dalal
Use Wait for a duration flow logic to give your users time to act during automated processes or to wait for a specific date and time to complete actions.
Also Refer Following KBs and validate :
KB0999777 SLA Timer does not pause if the task is paused, resumed, and then paused again.
KB0869968 Custom flow on task_sla table is not triggered when repairing a paused SLA
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07-09-2026 07:40 AM - edited 07-09-2026 07:57 AM
Hi @Rahul Dalal
I have just received the following answer from ServiceNow:
- This behaviour has been identified under "PRB2036311" which is currently being checked by our product team
- You can view the status of the PRB using the link below.
- Unfortunately, at this time, there is no workaround available, and the product team is actively working to resolve the issue.
https://support.servicenow.com/nav_to.do?uri=problem.do?sys_id=1cb98170472183509b3dd881736d4377
Best regards
David
