What is the difference between "On Hold" and "Pending" state? How does it affect SLA's?

[Gerry Crumbley]

What is the difference between "On Hold" and "Pending" state? How does it affect SLA's?

Seems like I remember that "On Hold" stops SLA's, but I'm not certain. What does "Pending" do?

Is there a place where I can find definitions of each of the OOB states:

New - obvious

In Progress - SLA's started

On Hold - SLA's stopped?

Pending - ????

Resolved - obvious

Closed - obvious

[Allen Andreas]

Hi,

In your SLA Definitions:

Service Level Management > SLA Definitions...you ultimately decide what these states would do in terms of SLA pausing, stopping, starting, etc.. I'd recommend reviewing those current definitions to see what impact each state would have and adjust accordingly.

https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/service-level-managemen...

Please mark reply as Helpful/Correct. Thanks!