Resume Completed SLA

[Mitsua]

Hello Folks,

When incident state moves to RESOLVED , I want to stop the SLA and if anyone reopen the same INC at that time 

we want to RESUME the same sla which was completed. Is there any way to resume it?

I gone through some of the community stuff where it is mentioned that we can resume SLA if it on pause stage but from Completed stage it is not possible and may be that's why OOB stop condition is set to "Incident state is Closed" and not the RESUME.

Any advice on this?

Thank You

[Mark Manders]

Why are people tagging others like they are entitled to their time? Don't you want answers from anyone else? Realize that it is the most annoying thing and since it's always the same people being tagged: they ignore these.

Move your SLA to 'paused' on resolved (like OOB) and if reopened it goes from pause. Only close it on closing of the incident. There is no reason to complete an SLA record and have it run again (you can't OOB and any customization may cause weird things in the SLA engine). Why would you want to complete the SLA on resolved, when you don't yet know if the ticket indeed has been resolved (you are giving the user time to reopen). A stopped SLA is stopped and should never be reopened. Not only is that not possible in ServiceNow, it is bad practice from a process point of view.