SLA to stop retroactively at the 'opened_at' date/time

[robertkozlo]

I have an Incident SLA, which is set to retroactively start at 'Contact date'.

I want it to pause at the 'Opened_at' date/time, (which is the moment the Incident form is opened. That is, when the technician clicks the 'New' button). But it actually pauses at the 'Created' date/time, (which is the moment, the technician clicks the 'Submit' button). Is there a way to set or recalculate the pausing time to the 'opened at' moment?

[Tanushree Maiti]

Hi @robertkozlo 

Check this ServiceNow Documentation: Configure SLA retroactive start and pause 

Here Since Opened_at happens before Created, the SLA engine inherently uses Created to calculate and back-date the SLA start time which causes the SLA pause discrepancy.

• Navigate to your SLA Definitions and open the relevant incident SLA.
• Ensure the Retroactive start checkbox is checked.
• In the Set start to field, change the value from Created to Opened. This tells the SLA engine to look back at the audit history and start the clock at the exact client-side Opened_at time rather than the server-side Created timestamp

[Dr Atul G- LNG]

Hi @robertkozlo 

Change the condition in the SLA definition, then open the impacted SLA and repair it."

https://youtu.be/X7T6fviU1hg