Regarding SLA Configuration

[bharathk1611333]

Hi all,

I have created 3 definitions, like for priority 1,2,3 and the start, pause, stop conditions are same except the priority for all the sla.

Here whenever I created a P2 incident the sla is attaching and when I change the state and pause the incident then it is calculating the Pause time because I have used retroactive start and pause conditions and it is working for P2 incident. 

As when I created P1 & P3 the sla is attaching but when I pause the incident it is not calculating the pause as it is doing for P2.

Can anyone please help me to find what is the error?

Thanks & Regards,
Bharath

[bharathk1611333]

Hi @Tanushree Maiti ,

I have enabled the retroactive start check box as well and the conditions are not overlapping.

[Tanushree Maiti]

Hi @bharathk1611333 

If you confirm , no overlapping condition or no overlapping other SLAs with same condition are there, 

I will suggest you to raise a case with your Servicenow Vendor, if it is not PDI.