- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-12-2025 04:16 AM
how to configure this scenario ,
What-Review the current on hold reason but only have awaiting caller state to stop the SLA clock
Why-to provide accurate SLA stats. awaiting caller should be the only state to stop the clock. the colleague doesn't care if It are waiting for an internal process such as change, problem or a 3rd party.
thanks,
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-12-2025 10:12 AM
Hi @keerthana10
Please accept the answers and close the thread.
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
02-12-2025 04:19 AM - edited 02-12-2025 04:19 AM
Hi @keerthana10
Your question is not clear, you want to see or review the SLA for onhold or you can't see the other onhold reasons to review, what is the exact business case?
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
02-12-2025 04:44 AM
Governance
Review the current on hold reason but only have awaiting caller state to stop the SLA clock to provide accurate SLA stats. awaiting caller should be the only state to stop.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
02-12-2025 04:48 AM
Hi @keerthana10
Looks like issue is with SLA, so go to SLA definition and then review all SLA mapped to Incident and find out is any sla gets pause other than onhold reason- Awaiting caller.
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
02-12-2025 05:04 AM
Hi , i am checked , SLA not available Under SLA defenition.
