Use SLA retroactive pause

To prevent immediate breaches and notifications when retroactive start is enabled for SLA definitions, enable the retroactive pause property to apply pause times to the new SLA.

About this task

You can use retroactive pause to retain the task's time information in specific situations.

Procedure

  1. Navigate to Service Level Management > SLA > SLA 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, you can select Opened to start the SLA from when the task form was initially opened to create the record, which accurately reflects the time the end user contacts the service desk. Alternatively, you can select Created to start the SLA from when the task form was initially saved.

  5. Select the Retroactive pause check box.
    Enabling this property ensures that the new task SLA record gets any pause time that would have been accumulated during the period between the retroactive start time and now. This pause time increases the breach time with the appropriate amount.
  6. Click Save.