SLA Definition based on Assignment group schedule

[Mrman]

Hi All,

We have a requirement to runs the SLA based on Assignment group schedule for Cases in HR Scoped application on Kingston version.

In our instance we are NOT maintaining schedules/ contact for assignment groups. Please let me know the possible way for creating SLA definition and run according to Assignment group's schedule .

Below is the detailed query 

Create a different SLA based on each assignment group

Adjust the SLA  of each case based on the working hours .

[Deepak Ingale1]

Hello,

Below two articles will help you

https://community.servicenow.com/community?id=community_question&sys_id=ac764fe1db1cdbc01dcaf3231f96...

SLA based on schedules

Note: Please mark reply as correct / helpful if it answers your question

[Mrman]

Hi Deepak,

I have checked the first link you shared , but in our instance we do not maintaining schedules for assignment groups and not having any field for Schedule. 

Please suggest.

[Deepak Ingale1]

Hi,

You can create a schedule field on sys_user_group table, that will help you have schedule associated with assignment group.

Once done, you can use that field in sla_definition while defining the schedule based on field wherein you can dot walk from lets say incident record to assignment group and then to newly created schedule field.