Requirement to remove the pause duration of before sla to the current sla.

[Sharad_Mehra]

We have 3 SLAs running in Brit, requirement to configure all SLAs to start when condition matches and All SLA's starting should exclude pause time.

Eg. INC647466

1.SD SLA 1: INC P1-P4 Response 30M -> SD SLA 4: P2 INC Restoration 8H (tech assigned)->SLA paused->EUS SLA 16: P2 INC Restoration 8H->SLA paused->IR-02: INC P2 Restoration

Since 'IR-02: INC P2 Restoration' calculating from the start of the ticket, is it possible to calculate time excluding both pause times ticket been waiting for customer to respond.

[Mark Manders · Accepted solution]

Again: the requirement makes no sense. This has nothing to do with SLA management. It can be that the requirement is valid, but not from a Service Level Agreement point of view. This is not how it works, process wise. 

What is the requirement your requestor has? It seems like there is a real SLA and other stuff is being done for reporting purposes. If that's the case, fine, but it's not communicated like this.

Next to that: OOB, you can't do this, so you will be needing customizations on the SLA engine within ServiceNow, which isn't going to be easy to do. An SLA record runs on a schedule and measures the time it takes to get from a to b. You want to set that time based on other records.

[Mark Manders · Accepted solution]

Again: the requirement makes no sense. This has nothing to do with SLA management. It can be that the requirement is valid, but not from a Service Level Agreement point of view. This is not how it works, process wise. 

What is the requirement your requestor has? It seems like there is a real SLA and other stuff is being done for reporting purposes. If that's the case, fine, but it's not communicated like this.

Next to that: OOB, you can't do this, so you will be needing customizations on the SLA engine within ServiceNow, which isn't going to be easy to do. An SLA record runs on a schedule and measures the time it takes to get from a to b. You want to set that time based on other records.

[Dr Atul - LNG · Accepted solution]

Hi @Sharad_Mehra 

Sorry for delay, I was on leave yesterday. The case look like complicated where more than a system the human intervention is required to do all the plus and minus.  and I still did not get the need of this calculations.