Incident On Hold - SLA behavior

[Gaetano De Mitr]

Hi guys,

I have a question on SLA.

I have the current SLA, with Description type ( next business day by 4pm 😞

When I create an incident, my SLA start and it's "In Progress" state.

When status of my incident changes from "In Progress" to "On hold", what is the behavior of SLA?

After 16.00 o clock of the next day, the SLA is breached ?

I would like have more information on this case...

Thanks.

[Michael Fry1]

I think the decision on how to setup SLA's is a business decision. We allow the SLA to pause when State is On Hold, but not all companies might follow our process.

[Gaetano De Mitr]

Yes, I agree with you that SLA depends by company, but on ServiceNow, when I changes state incident from "On Hold" in "In Progress", what is SLA's behavior?

- SLA start when Incident is created.

- SLA goes in Pause when Incident changes in "On Hold" status.

- What is SLA's behavior when Incident return "In Progress" status?

Thanks.

Regards,

[knight202]

Hi Gaetano,

Please see my video below. Hope it helps!

AlexNow Solutions - YouTube

[Tommy SN Sahlin]

Hi,

if you use a relative Duration type such as "End of next business day", pausing the SLA won't make any difference.

cheers  /Tommy