Schedule is not working under the SLA definition

[UTSAV KUMAR JAI]

Hello Everyone,

Suppose I am having a SLA definition of 24 hour duration. And I have created a schedule for 8*8--Mon to Fri--Ideally 12 hours in a day, and also the flow attached on SLA definition is--Default SLA flow.


But, the issue araises when the flow starts it does not follow the schedule timing, and the triggering for 50%, 75% completes based on the normal timing.

How, can I make sure that SLA should follow the schedule timing on flow.???


Warm Regards
Utsav

[Dr Atul G- LNG]

Hi @UTSAV KUMAR JAI 

Are you checking on an old incident? If yes, then repair the SLA once in the incident and check again

[AndersBGS]

Hi @UTSAV KUMAR JAI ,

Please share your SLA configuration. Based on this, it will be much easier to help you.

[Rafael Batistot]

Hi @UTSAV KUMAR JAI 

In ServiceNow, an SLA Definition can have:

• Duration (e.g., 24 hours)
• Schedule (your 8x5 or custom schedule, Mon–Fri, 12h/day)
• Workflow/Flow (like Default SLA Flow, where stages like 50%, 75% are evaluated). 
  
  

Why your SLA timers ignore the schedule

When you set 24 hours as the SLA duration, the system interprets it as 24 clock hours, unless you explicitly tell it to respect the schedule.

The Default SLA Flow uses percentage elapsed timers (50%, 75%, etc.) which by default are calculated from the raw duration (clock time), not your schedule. That’s why your 50% stage fires at 12h real-time, not 12h of “business schedule” time.