SLA Elapsed Business Time is Wrong

[Baker1]

Steps to Raise a incident:
 Create Incident with p1 and state in progress. then put on hold awaiting caller and save. then, while on hold, change to p2 and save.

result(issue):

the p1 and p2 SLAs appear to be working correcting in that the P1 was cancelled and the P2 added. However, when the P2 was added, it was added with the time from the beginning of the ticket, and does not take into account the time the ticket was on hold (p1 end time != p2 start time). The P4 SLA should start with the same business elapsed time as the P1.

expected:
p1 and p2 elasped business time should be same(p1 end time = p2 start time)

[Mohan Mallapu]

@Baker1  
Can you check the "Retroactive start" of the P2 SLA , if it is enabled it will calculate the start ticket creation time.

Please mark my answer as correct based on its impact.

[Baker1]

@Mohan Mallapu 
It is not working as expected
It is not adding p1 On Hold time to p2
p1 end time != p2 start time

[AndersBGS]

Hi @Baker1 ,

It really depends on how your SLA is created, but basic is that you should utilize "retroactive start" on the SLAs. https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/service-level-...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders