SLA Definition - Public vs Local Holidays

SC17
Tera Contributor

‎04-25-2023 01:46 AM

Hi.

 

Lets say 2 members of an assignment group work in different parts of the country and have different local holidays. How can we configure this so that the SLA does not pause if there is someone available?

 

Thanks.

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Punit S
Giga Guru

‎04-25-2023 09:06 PM

To configure SLAs in ServiceNow so that they do not pause when there is someone available, even if members of the assignment group have different local holidays, you can use the "Business Schedule" functionality.

Here's an example of how you could set this up:

  1. Create two "Business Schedules" for each member of the assignment group, one for their local holidays and one for their working hours. You can do this by navigating to "System Definition" > "Business Schedules" and creating a new schedule for each member.

  2. Edit the SLA definition for the task record and set the "Calendar" field to the business schedule for the assignment group member who is responsible for the task.

  3. Set the "Pause Conditions" field to "When Task is Unavailable", which means that the SLA will pause only when there is no one available to work on the task.

  4. Set the "Resume Conditions" field to "When Task becomes Available", which means that the SLA will resume when someone becomes available to work on the task.

  5. If necessary, configure the "Grace Period" and "Breach Time" fields according to your SLA requirements.

With this configuration, the SLA will not pause if there is someone available to work on the task, even if members of the assignment group have different local holidays. The SLA will only pause when there is no one available to work on the task, and it will resume as soon as someone becomes available.

 

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

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