---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure SLA retroactive start and pause

# Configure SLA retroactive start and pause {#ariaid-title1}

Release version: Zurich  
Updated August 17, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can use retroactive start to retain timing information for an SLA when a task
record changes. Retroactive pause prevents immediate breaches and notifications when
retroactive start is enabled for SLA definitions.

## Before you begin

Role required: admin

## About this task

When a task record changes, typically a new SLA may be attached, with a new set of timing information. This is useful if you're re-assigning an incident to another group and want to attach a new SLA record with new timing
information.

However, you may want to retain time information for the task in specific situations.
For example, an incident is raised with priority 3 - Moderate and changes
to 1 - Critical after 3 hours. A priority 1 SLA is attached at that time.
You can use retroactive start to adjust the SLA timing to count from when the incident was created,
rather than when the priority changed. This reflects the actual time the user contacted you.

You can use the retroactive pause property to apply pause times to the new SLA.

## Procedure

1. Navigate to AllService Level ManagementSLASLA Definitions.
2. Open the relevant SLA definition record.
3. In the Start Condition section, select the Retroactive start check box.
4. From the Set start to, select the event from which the SLA starts.  
   This option determines the start time used for every task SLA record created
   from this SLA definition.

   For example, select Opened to start the SLA when the task form was initially opened,
   which accurately reflects when the end user contacted the service desk.
   Alternatively, select Created to start the SLA when the task form was initially saved.
5. To enable the retroactive pause property, select the Retroactive pause check box.  
   Enabling this property ensures the new task SLA record includes any pause time accumulated between the retroactive start time and now, which increases the breach time accordingly.
6. Select Update.

## What to do next

When retroactive start is enabled, it may result in task SLAs being breached as soon
as they attach, which will trigger multiple notifications. To prevent a workflow
from being processed for these breached SLAs, set the
com.snc.sla.workflow.run_for_breached property to
`false`. To prevent a flow from being processed for these breached
SLAs, set the com.snc.sla.flow.run_for_breached property to
`false`.

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