what is the actual functioning of retroactive pause in SLA?

[tj07]

what is the need of retroactive pause in SLA when the pause condition are already given. what is the difference between both pause condition and retroactive pause.

[SanjivMeher · Accepted solution]

Check the below link. If Retroactive pause is checked, any new SLA gets associated to the ticket also considers the pause time.

For example, I have 2 SLAs for 2 different group. Both have Retroactive Start is set as ticket creation date.

When ticket is created and assigned to first group, SLA1 got associated to the ticket. The ticket was put on hold for 1 hour and then assigned to 2nd Group, which linked the SLA2 to the ticket. Since the SLA2 has Rectroactive Start is set as ticket creation date, it will consider the SLA start time as ticket creation date. Now if the Retroactive Pause is also set for SLA2, it will also consider the 1 hour of pause time, which will extend the SLA breach date by 1 hour.

https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/service-level-manageme...

[tj07]

Do we have to select retroactive pause in SLA1 also??

[SanjivMeher]

Yes.It should be checked so that when tickets comes to Assignment group1 from another group, the SLA1 will consider the previous pause time.

[Nirosha Uddandi]

What i found :The Retroactive pause time check box is available only when the duration is a user-specified duration.

Ref: https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/service-level-management/task/t_CreateAnSLADefinition.html

check under tab sections