SLA are not pausing even if SLA pause condition pause condition are met

[Pragati Malviya]

SLA are not pausing even if SLA pause condition pause condition are met

[Vikram Reddy]

Hello @Pragati Malviya,

Intended:  ^(?!HCL).*
Saved as:  ^^^^^^^(?!HCL).*

That mismatch is why HCL Priority 4 Gold - Resolution SLA sits at "In progress" while Total Time - Pending pauses fine on the same incident, INC7335287, at the same 18:xx timestamp. The matches regex operator in the condition builder treats a leading caret as the encoded query's AND delimiter, not a regex anchor. Every time that pause condition row gets touched again (edited, or a new OR clause added underneath it, which is what your second block is), the platform re-encodes the value and tacks on another caret. That's how you end up with seven of them stacked in front of the lookahead. Since that malformed row is part of the same encoded query string as your "State is one of Pending, Resolved" OR block, a broken leading condition can stop the whole pause condition from parsing correctly, not just that one row, which is why the OR'd State clause never fires either even though the incident is clearly in Pending.

• Rebuild that condition row from scratch: drop the caret entirely and write it as (?!HCL).* rather than anchoring it, then save once and leave it alone.
• Run Repair on the affected task_sla records afterward, existing SLA instances won't retroactively re-evaluate against the corrected condition on their own.

Thank you,
Vikram Karety
Octigo Solutions INC

[Dr Atul G- LNG]

Please add a condition for the Pending Reason in the SLA definition as well and verify that it works as expected. @Pragati Malviya 

[Tanushree Maiti]

Hi @Pragati Malviya 

1. Ensure that the SLA's Start Condition is still valid when the Pause Condition is met. If the Start Condition evaluates to false, the SLA might cancel or behave unexpectedly instead of just pausing.  Refer: https://www.servicenow.com/community/itsm-forum/sla-canceling-when-pause-condition-met/td-p/739820

2. 

Refer: SLA Pause is not working as expected 

3. Ensure you have defined your STOP condition.

 In generic scenario When ticket Resolved , we mention it in SLA's stop condition.

Stop condition will evaluate first than Pause.  So try this approch.

Refer: KB0547356 Understanding SLA Conditions 

4.  Are you using incident state in your condition. In that case , recommendation is to use State field instead of incident state.

 Review your SLA Definition. Ensure your conditions rely on the global State field and that the condition is set to State is Resolved rather than is one of  operator.  (In our project we got the case where is one of operator was not working - use OR condition and add that 2  state condition)

5. Check if any customization on your task/incident table causing the issue.

Refer: KB0745555 TASK_SLA is not pausing when it meets the pause condition on the SLA definition. It pauses... 

6. SLA Stuck in 'Paused' Stage