SLA Response

[John H1]

I need to know what the triggers are for SLA Response.

Obviously, the start condition is when the incident is created.

What stops the Response clock?

[Danish Bhairag2]

Hi @John H1 ,

In ServiceNow SLA management, the SLA Response clock is typically triggered when an incident is created. However, the Response clock can be paused or stopped under certain conditions. Here are the common scenarios that can stop the SLA Response clock:

1. **Reaching a Breach Condition:** The SLA Response clock stops when the SLA is breached. This means that the defined response time for the incident has passed without the incident being acknowledged or updated. When a breach condition is met, the SLA clock stops, and the incident is marked as breached.

2. **Incident is Acknowledged:** If the incident is acknowledged by a support agent, the SLA Response clock is typically paused. The clock will remain paused until the incident is updated again, at which point it starts running again.

3. **Manual Pause:** SLA managers or support agents with appropriate permissions can manually pause the SLA Response clock. They can do this if they determine that the SLA should not be running for a specific period. When manually paused, the SLA clock is stopped until it is manually resumed.

4. **Dependency on Task:** If the SLA Response is based on tasks linked to the incident (for example, waiting for user input), the SLA clock can pause until the dependent task is completed or the required information is provided.

5. **Business Rule or Script Pause:** A Business Rule or script can be configured to pause the SLA Response based on specific conditions. For example, if additional information is needed, a Business Rule can pause the SLA Response until the information is provided.

Remember that the exact behavior of SLA Response clocks can be configured and customized based on your organization's specific requirements. The ServiceNow platform allows for a high degree of flexibility in defining SLA policies and their triggers. It's essential to review your organization's SLA definitions and related configurations for precise details on how SLA Response clocks are managed in your environment.

Thanks,

Danish

[John H1]

Remember that the exact behavior of SLA Response clocks can be configured - Where would I find this setting?

[AndersBGS · Accepted solution]

Hi @John H1 ,

SLA definitions is where the start, pause, stop and reset conditions is set:

You can see under each SLA why type/target it is (response/resolution) and also which conditions is set to control the SLA:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[AshishKM]

Hi @John H1, 

Each SLA definition has Start, Pause, Stop and reset condition on the same page. This SLA response/resolution timelines are entirely depends organization process.

Ideally, response SLA stopped when a new incident assigned to some user and incident state changed ( New ->In Progress) , that is the first acknowledgement.