Seems like we’re getting different feedback from SN about the viability of this solution. Thanks for the feedback, I’ve seen enough :). Although I’d like to keep this article public I’m going to retire it for the time being. Hopefully ServiceNow addresses these limitations soon.

Ive also found these issues. During research I came across this article http://community.servicenow.com/blog/mwatkins/troubleshooting-slas. Interesting part of this states:

Relative Duration

The biggest thing here is to understand that Relative Duration does not work with Pause Time. To avoid confusion we now hide the Pause Condition field on Relative Duration SLA Definitions. The next biggest thing to understand is the the “current” object is not supported in the scripted section of a Relative Duration. If you use it you will get results, but they will not be consistent. This means that you can not use Relative Duration SLAs to design an SLA that will have a different duration depending on some value on the Task record.

In light of this not sure we can do this….

I would like to also state that my times are not calculating correctly either. It is populating the date as the Task SLA date, but does not calculate percentage or time lapsed. Other SLAs that do not trigger this Due Date variable are working as designed.

Hey Mark,
I’m not sure what might be going on. The solution above should work in the exact same way as an SLA. You might check to make sure your other SLAs are operating correctly.

Some of the SLA calculations only run via scheduled jobs at specific intervals depending on how close you are to breaching the SLA. This behavior should be consistent for all SLAs whether you use the method described here or not.