SLA definition based on date/time field in location table

[Amrit Sharma2]

Hi,

We have a requirement where SLA should start based on a custom fields in location table. The sla duration has to be 12 hours from start time.

There are two custom fields ('open time' and 'close time') in location table. Now SLA should pick the start time from 'open time' field and should breach once 12 hours are passed. Also it should pause when it is out of working hours based on open time and close time.

If anyone has any idea how to achieve this, please let me know.

Thanks,

Amrit

[Midhun1]

Hi Sharma,

Which version of servicenow are you using?

[Amrit Sharma2]

Helsinki

[Dave Smith1]

amrit sharma wrote:

There are two custom fields ('open time' and 'close time') in location table. Now SLA should pick the start time from 'open time' field 

Is that the right trigger condition? When "open time" meets current time?

From the rest of your description, it sounds like you want a location-based schedule so the clock only ticks when the location is "open" - but I'm not sure what trigger begins the SLA clock.

[Amrit Sharma2]

Hi Dave,

My mistake over there !!!

And yes I want location-based schedule so the clock only ticks between the "open" and "close" time.

[Amrit Sharma2]

SLA will be triggered on different conditions including priority and other location based fields but the sla clock should be clicking between the open and close times.