--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # SLA conditions # SLA conditions {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of SLA Conditions SLA conditions are critical for managing task SLA records in ServiceNow. They dictate when an SLA is attached, paused, resumed, reset, canceled, or completed based on specific criteria set during SLA definition. You can define up to six conditions: start, cancel, pause, resume, stop, and reset, which are evaluated each time a task record is created or updated. Show full answer Show less ## Key Features * **Start Condition:** Specifies when the SLA will attach to a task. Options include conditions that, when unmet, will cancel the SLA or allow it to remain active despite changes. * **Cancel Condition:** Defines when the SLA will be canceled, specified alongside start conditions. * **Pause Condition:** Determines when the SLA's elapsed time will be suspended. If pause conditions are no longer met, elapsed time resumes. * **Resume Condition:** Outlines when the elapsed time will begin increasing again, set alongside pause conditions. * **Stop Condition:** Identifies when the SLA is considered complete, regardless of breach status. * **Reset Condition:** Allows for the completion of a running SLA and attachment of a new one based on specific field changes in the task record. ## Key Outcomes Understanding SLA condition evaluation is essential for effective SLA management. Task evaluation occurs in a specific order, ensuring that conditions are processed correctly. For instance, if the start condition matches while cancel and stop conditions do not, the SLA attaches. Conversely, if conditions conflict, the SLA may be prematurely canceled or paused. Proper configuration of these conditions helps maintain accurate SLA tracking and reporting, ultimately improving service delivery and customer satisfaction. SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed. On the SLA definition, you specify up to six conditions that are evaluated each time a task record is created or updated. For example, for an SLA to attach to a task, the start conditions must match and stop conditions must not match. SLA conditions work in the following ways: * SLA conditions * SLA condition evaluation {#c_SLAConditions__ul_vvc_hkl_ts} ## SLA conditions You can set up to six SLA conditions: start, cancel, pause, resume, stop, reset. Start condition : Enables you to define the conditions under which the SLA will be attached. You can choose the conditions from the When to cancel list under which the SLA will be canceled. * Start conditions are not met option: If one or more of the specified start conditions change, then the SLA will be canceled. The Start conditions are not met option is selected by default. * Cancel conditions are met option: The start condition has to be met only once, thereafter the SLA will only cancel when the cancel condition is met. * Never option: The SLA will never be canceled. {#c_SLAConditions__ul_wlc_1kq_zt} 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 appears offering the date and time fields available on the task type that this SLA definition applies to. For example if you select Retroactive start on a Priority 1 SLA definition and then choose Created in the Set start to field, then the SLA is attached with the start time being the date and time from the Created field on the Incident. Cancel condition : Enables you to define the conditions under which the SLA will cancel. You can specify the cancel conditions at the same time when you specify the start conditions. Pause condition : Enables you to define the conditions under which the SLA will suspend increasing elapsed time. You can choose the conditions from the When to resume list 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. * Resume conditions are met option: If one or more of the specified resume conditions match, then the elapsed time will continue to increase. The Resume conditions are met option is selected by default. {#c_SLAConditions__ul_gts_31r_zt} Resume condition : Enables you to define the conditions under which under which the SLA will resume increasing elapsed time. You can specify the resume conditions at the same time when you specify the pause conditions. Stop condition : Enables you to define the conditions under which the SLA completes. If all of the specified stop conditions match, then the task SLA will complete regardless of whether it is breached. Reset condition : Enables you to define the conditions under which the running SLA will be completed and a new SLA will be attached. For a new SLA to be attached, the start condition must match. Reset condition also helps to configure SLAs when the value of any specific field on the task record changes, changes to or changes from a specific value in the record. For example, the value of the Location field in the task record is 101 Broadway East, Seattle,WA. If you set the SLA reset condition as Location changes from 101 Broadway East, Seattle,WA, any change in the value of the Location field resets the SLA of the task record. ## SLA condition evaluation Every task in the system is evaluated in the following order: * Process new SLAs-- Determine if a new SLA record must be attached to a task * Process existing SLA records attached to a task. {#c_SLAConditions__ul_lty_vjd_xs} SLA conditions are evaluated in the following ways: * Attach if start condition matches and both the stop and cancel conditions don't match. * Complete if the stop condition matches. * Pause if the pause condition matches. * Resume if the pause condition doesn't match or resume condition matches. * Reattach if both the reset and the start conditions match. * Cancel if the start condition doesn't match or cancel conditions matches. {#c_SLAConditions__ul_vcp_kkd_xs} Consider this evaluation order when you create conditions. For example, if your Start condition is a subset of your Stop condition, the Stop condition will always match when the Start condition matches and the SLA will never attach. This includes processing any new SLAs that were just created. Similarly, if your Pause condition is a subset of your Start condition, the SLA will attach but will permanently be in Paused state. As soon as the Pause condition does not match, the equivalent Start condition will also not match and that task SLA record will be canceled. In addition, if you create a SLA definition with a Start condition and a Pause condition that are mutually exclusive, your SLA will never pause but will always be canceled first. For example, for an SLA definition where the Start condition is State is one of "New, Active" and the Pause condition is State is "On Hold", when the Task is updated to state On Hold, the start condition will no longer match and the task SLA will be canceled.