Correct SLA Definition for Resolution | Catalog Task

[chatsaurav19]

Hi All,

I need to define a Catalog Task SLA like this:::

- Duration Type : User Specified Duration

- Duration : 4 Days ( 8 hrs. a day which means 32 hrs. plus excluding Holidays && Weekends)

I have configured it like this below, so if I raise today it should show the 'Original Breach Time' to be '2023-08-21' but it is showing as '2023-08-29'. 

Can someone please help me rectify?

Thanks and Regards,

Saurabh Chatterjee

[AndersBGS]

Hi  @chatsaurav19 ,

I'm pretty shure that it's your duration according to the defined schedule that make the SLA for 29th of august. If you see the documentation found at: https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/service-level-manage...

Consider a scenario where you select a duration of one day, which is 24 hours, and a schedule of 9 am to 5 pm, which is 8 hours. The SLA calculation will distribute the 24 hours across three working days of 8 hours each. So a team working on a task associated with this SLA has 3 days to complete the task before the SLA is breached.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[chatsaurav19]

Hi @AndersBGS ,

So in this case :::

8 hrs ( Per Day ) x 5 Days = 40hrs. 

So the SLA should show 'Original Breach Time' as '2023-08-21' correct?  Not sure why this is stretching to show 29th.

Thanks and Regards,

Saurabh Chatterjee

[AndersBGS]

Hi @chatsaurav19 ,

What is the timestamp of "created" in the tickets you posted about?

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[chatsaurav19]

Hi @AndersBGS ,

This is the SLA time defined in the SLA configuration.

Thanks and Regards,

Saurabh Chatterjee

[AndersBGS]

Hi @chatsaurav19 ,

it was more what is the created date and time for  Sctask5625715 ? This is the sctask you snipped in this thread from the start? 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders