Pause remediation Target Rule when VIT In In-review state

[Raman-Verma]

Hi Experts,

I need guidance on implementing a requirement related to remediation timelines in ServiceNow Vulnerability Response.

🔹 Requirement

The client wants to pause the remediation target calculation when a record is in "In Review" state, and resume it once the approval process is completed.

🔹 Current Setup

• We are using custom logic (not OOB SLA).

• A custom "SLA Start Date" field is used to calculate the remediation target date.

• The remediation target date is calculated based on this field and predefined rules.

🔹 Business Scenario

• There are two levels of approvals.

• Currently:

  • The first-level approver may consume most (or all) of the available remediation time.

  • As a result, the second-level approver does not get sufficient time to review and act.

🔹 Expected Behavior

• When the record moves to "In Review", the remediation timer should pause.

• Once the approval is completed (Approved/Rejected), the timer should resume.

• The total remediation duration should exclude the time spent in "In Review".

🔹 Challenges Faced

• Since this is custom logic and not OOB SLA, we cannot leverage built-in SLA pause/resume conditions.

• ServiceNow HI support confirmed they can only assist with break/fix issues, not custom design guidance.

• We want to avoid overly complex or performance-heavy solutions.

🔹 What We Are Looking For

• Best practice to implement pause/resume logic for a custom remediation timeline

• Suggested approach:

  • Business Rule / Flow / Scheduled Job?

  • How to accurately calculate elapsed time excluding "In Review" duration?

• Any reusable pattern similar to SLA engine behavior?

• Considerations for edge cases (multiple review cycles, rejection loops, etc.)

Any suggestions, design patterns, or sample implementations would be greatly appreciated.

Thanks in advance!