ServiceNow - How to Implement The SLA Retroactive Pause Condition in London - THE REBOOT

Items demonstrated/discussed in this video:

* Mentioned New York is now available for PDIs.
* Navigated to SLA Definition (contract_sla) table and displayed 2 SLA Definitions.
* Displayed one SLA Definition with a Retroactive Pause Condition and one without.
* Discussed when and why we would implement Retroactive Pause in an SLA Definition.
* Opened an incident and showed the difference between the 2 SLA Definitions.
* Navigated to the Retroactive Pause SLA Definition and changed the When to Resume condition to Resume conditions are met and left it blank.
* Demonstrated the task SLA will get stuck in Pause if there are no Resume conditions.
* Corrected the SLA Definition and navigated back to the incident to show the SLA Definition corrected itself after modification.
* Navigated to SLA Timeline to show an additional way to look at the SLA Pause condition.
* Navigated to the change_request table to show an additional example of how Retroactive Pause has been used in the past.