On hold reasons

keerthana10 · ‎02-12-2025

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,

Dr Atul G- LNG · ‎02-12-2025

Hi @keerthana10

Please accept the answers and close the thread.

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View solution in original post

Dr Atul G- LNG · ‎02-12-2025

Hi @keerthana10

Share some screenshots, where are you checking? Is SLA attached to Incident? If yes, then try to navigate from there.

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If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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keerthana10 · ‎02-12-2025

screen shot attached here

Dr Atul G- LNG · ‎02-12-2025

You have just 2 SLA, and that is again response type, and in response type we didn't add onhold reason. There must be a resolution SLA as well.

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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]

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AshishKM · ‎02-12-2025

Hi @keerthana10 ,

Do you already have configured SLA, which is pausing during the "On Hold" status.

During the On Hold, the SLA will be pause and business duration will not increase.

You need to review existing SLA ( or create new one ) and check the current pause condition and update accordingly.

The pause condition should be like below and set the Sub-Status = Awaiting Caller.

-Thanks,

AshishKM

Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution

keerthana10 · ‎02-12-2025

Hi ,

now if i will create the new Sla , how to configure like Target its (response or resolution).

please guide to me.