Incident SLA pause conditions

[superkvi]

When a corrective change request is created from an incident, should the incident SLA pause for the whole duration of the change lifecycle?

[Dr Atul G- LNG]

Hi @superkvi 

Wow, what a coincidence! We had the same discussion yesterday, and I completely agree that it depends on the business process. I’ve seen cases where an Incident is raised due to a change, but the change itself could take anywhere from one day to a month to implement. It’s also not necessarily the case that a change is always an emergency.

So, based on my experience, I would recommend not putting a strict dependency or rule around this and instead letting the business process determine the appropriate approach.