How Do Pause Conditions Affect SLA Timers in ServiceNow?

[neerajydv11]

Hi Everyone,

I wanted to understand how Pause Conditions impact SLA timers in ServiceNow.

• When an SLA goes into a paused state, how exactly is the timer affected?
• Does the elapsed time stop completely, and how is it calculated when the SLA resumes?
• What happens if an SLA is paused multiple times during its lifecycle?
• Are there any important considerations or common issues when configuring pause conditions?

It would be really helpful if someone could explain this with a real production example.

Thanks in advance!

[GlideFather]

Hi @neerajydv11,

could you possibly explain your question? The SLA pause works like any other pause, imagine SLA is your running training. YOu are on the start line, when you start running the SLA starts ticking, when you stop running, the SLA stops running as well. WHen you continue running, so does the SLA... 

Pause is also outside of the SLA's shift/schedule, e.g. weekends, after business hours and/or public holidays.