When the ticket is in "Pending " status SLA was Breached.In this ticket priority was changed P3 to P4.

[Mustafa4]

[Karthik Reddy T]

Hello Shaik,

I not clear about your requirement. Can you explain elaborately

[Mustafa4]

Hi Karthik,

I really appropriate your quick response.

The resolution SLA is showing as breached. However the ticket was in pending status for the entire time.

While in pending status the SLA clock should be in pause state however in this ticket this did not happen and the resolution sla is now showing as breached.

After creating P3 it was changed to P4.

[Karthik Reddy T]

Have   you configured pause conditions in   the SLA Definition?

Pause condition

Define the conditions under which the SLA will suspend increasing elapsed time.From the When to resume list, you can choose the conditions under which the SLA will resume increasing elapsed time. Pause conditions are not met option: If one or more of the specified pause conditions no longer match, then the elapsed time will continue to increase. The Pause conditions are not met option is selected by default. Resume conditions are met option: If one or more of the specified resume conditions match, then the elapsed time will continue to increase.

http://wiki.servicenow.com/index.php?title=Defining_an_SLA#gsc.tab=0

Create an SLA definition

After creating P3 it was changed to P4.: For this you can use retroactive start in the SLA.

Retroactive start: Select Retroactive start to choose a date and time field from the task that will provide the start time of the task SLA. If you select the Retroactive start check box, the Set start to field and the Retroactive pause time check box appear.

Use SLA retroactive start

[Karthik Reddy T]

Hello Shaik,

May i know the status of this thread?

If answered, please mark as answered. That will helpful to others in the future reference and removed from the unanswered list.

How To Mark Answers Correct From Community Inbox