SLA definition not pausing even the pause conditions are met.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-04-2025 06:00 AM
Hi All,
Issue: Incorrect calculation of SLA even conditions are met.
case 1: SLA is pausing at state "on hold" and Awaiting caller and not pausing for state "Resolved " for some incident .
case 2 :SLA is pausing at state "Resolved " and not pausing for state ""on hold" and Awaiting caller " for some incident
Please let me know , how to check on this issue,
Appreciate your response.
Thanks.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-04-2025 09:19 AM
OOTB it is like that:
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-04-2025 09:52 AM
Hi @Neelavathi M ,
It cannot be a scenario as SLA conditions are proper based on your screen shot.
you can also open any issued ticket and try Repair SLA which will re-calculate the SLA and click on "show SLA timeline" to check how it has calculated as it will have pause / resume timings with status .
Thanks .
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-05-2025 02:34 AM
Hi @Venkatesh A K ,
There are many records with same issue, i cannot repair the SLA.
Yes i checked the SLA timeline, i noticed that SLA stage appearing as "Pause" but actually didnt paused(got to know from when i calculate the business pause duration , SLA didnt paused at state resolved in case1/SLA didnt paused at state on resolved in case2).
to fix this issue a defect story has created, i need help in analysing what exactly has to be fixed for this issue.
Thanks & Regards,
Neelavathi M
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-05-2025 03:28 AM
From my experience the issues with SLA's are most often caused by scripts.
For example a setWorkflow(false) our .update() scripts could cause issues.
Try to see if there's some kind of process for these cases.
One customer had a logic that updated a "SLA due date" field from the task_sla table on the incident table. For this they had used a setWorkflow(false) script and that made it so that the SLA didn't properly recognize the pause.