I'm trying to understand how SLA's work in Service-Now.
How is the SLA stage related to the Made_SLA field? I can't seem to find a Business Rule or Client Script that sets the Made SLA field from True to False. I have some stages that are Breached but the Made SLA is True. Are these fields based off of the actual time or business time?
If an SLA is paused for any reason, does the planned end time get extended for the amount of time the incident is paused? How does the pause time affect the stage and made sla fields?
Any information would be helpful.