what is the actual functioning of retroactive pause in SLA?

tj07 · ‎03-08-2018

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 · ‎03-08-2018

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...

Please mark this response as correct or helpful if it assisted you with your question.

View solution in original post

Ashvini Kadus1 · ‎03-08-2018

If Retroactive pause is checked, any new SLA gets associated to the ticket also considers the pause time of it. For Example,

When ticket gets created and assigned to specific person, SLA got associated to the ticket and if that person is unavailable to solve that ticket he can assign that ticket to the another person with Retroactive pause condition if he wants to continue this SLA time or according to his time he can manage the same.

You can also get the idea with this document:

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