How to Manage Holiday schedules sla for different regions

[test221]

Hi All,

We are managing different regions(NA,EMEA,ANZ,MEXICO) in our service-now instance and we have different Holiday schedules as per the different regions.

Can any one please let me know how can i configure sla where sla definition will run correctly as per different Holiday schedules as per the different regions.

Thanks

Meena

[Gunjan Kiratkar]

Hi,

As per the response from Hi support team.
There is no such feature or setting in SNOW out of the box which can exclude the holidays based on the regions of the caller if
one work work schedule with multiple holiday schedules is defined.
It will consider all the holidays of different holiday schedules defined under one parent work schedule during SLA calculation.

Hence
created multiple work schedules specific to each regions
added holiday schedule as child schedules respective to each region's work schedule .

created multiple SLAs for each regions.

added new conditions in the existing start condition of SLAs   to filter correct SLA based on
        Timezone of caller
        Country(Regions) of caller.

(In SLA Properties the dropdown :Use the following time zone for SLA has been set to "The caller's timezone")

This above settings fulfills my requirement of implementing Multiple holiday schedules for different region(s)/timezones.