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.

[Dr Atul G- LNG]

Hi @Sharad_Mehra 

In this case, you need to remove the on-hold condition, if no hold, no pause time. But if the SLA is already attached then manually need to remove.

[Sharad_Mehra]

@Dr Atul G- LNG ,

Thanks for your response.

We need to pause and resume conditions as well.

SLA should pause in case ticket is not in particular SLA assignment group, applied to all 3 SLAs.

SD SLA paused for 2 days ,so whenever EUS SLA start the requirement is it should exclude those on hold 2 days. 

Thanks,

Sharad

[Dr Atul G- LNG]

Hi @Sharad_Mehra 

SLA should pause in case ticket is not in particular SLA assignment group, applied to all 3 SLAs.

Atul: You need to define this in your pause conditions.

SD SLA paused for 2 days ,so whenever EUS SLA start the requirement is it should exclude those on hold 2 days. 

Atul: NOt 100% sure, but need some scripting.

@Mark Manders inputs please. 

[Mark Manders]

What is the exact definitions of your EUS SLA? Not in the system, but on the contract?

What is the start condition? Your question reads very confusing with there being no line breaks. What I understand from this, is that you don't want a pause condition to apply to your EUS definition? Then just don't put any in there.