SLA

vodnalar26
Tera Contributor

3 weeks ago

Hello everyone,

Explain a scenario on Retro Active Start and Pause and also explain about change management.

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Tanushree Maiti
Giga Patron

3 weeks ago

A P1 - Critical incident is opened at 9:00 AM, but due to a misunderstanding, it is initially assigned to the Service Desk instead of Network Operations. The P1 SLA definition is designed to start when assigned to Network Operations.
The Problem (Without Retroactive):
  • 09:00 AM: Incident created (Service Desk).
  • 01:00 PM (4 hours later): Service Desk realizes it's a P1 and assigns it to Network Operations.
  • Without Retroactive: The SLA starts at 01:00 PM. If the SLA is 4 hours, the team feels they have until 05:00 PM, even though the issue has existed since 09:00 AM. Result: Inaccurate compliance. 
The Solution (With Retroactive Start & Pause):
  1. Retroactive Start: The P1 SLA definition is configured with Retroactive Start checked, and "Set start to" is set to "Created" or "Opened" date.
    • Result: When the incident is assigned to Network Operations at 01:00 PM, the SLA looks back at the "Created" field (09:00 AM) and starts the timer as if it was assigned to them at 09:00 AM.
  2. Retroactive Pause: The incident was set to "Awaiting User Info" from 10:00 AM to 11:00 AM, but the SLA only attached at 01:00 PM.

Outcome: The SLA accurately shows it has been active since 09:00 AM minus 1 hour of paused time, preventing false compliance reporting.

Refer: Understanding Retroactive Start and Retroactive Pause/Stop in SLA (ServiceNow) 

            https://www.emergys.com/blog/retroactive-start-and-pause-in-sla/

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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Srikanth_9
Kilo Sage

3 weeks ago

Hi @vodnalar26,

 

Retroactive Start means the SLA starts from a time in the past, not from the moment the SLA is attached to the record.

 

Example: 

Incident created: 9:00 AM

Priority set: P1 at 9:00 AM

Assignment group set: 10:00 AM

SLA condition: Priority = 1 & Assignment group is not empty.

SLA attaches at 10:00 AM & Retroactive start = Enabled.

SLA Start time = 9:00 AM (Incident creation time).

 

Even though assignment group set late, the clock counts from Incident creation.

 

Without Retroactive Start:

SLA would start at 10:00 AM & Earlier delay would not be counted.

 

SLA Pause temporarily stops the SLA clock when progress is not possible.

 

Example:

Incident created: 9:00 AM

SLA will be running.

State changed to: "Awaiting user info" at 11:00 AM.

 

SLA Pauses at 11:00 AM.

If User responds at 2:00 PM & State changed back to: "In Progress".

SLA resumes at 2:00 PM.

 

SLA Pause stops the SLA timer when work cannot continue due to dependency or waiting conditions.

 

Common Pause Conditions:

  • Awaiting user Info 
  • Pending vendor
  • On hold
  • Scheduled maintenance 

 

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 
 
Thanks & Regards,
Srikanth Akula.
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