SLA issue

[pramn]

Hi, 

We have setup a resolution SLA  and we have kept duration time 02 days ,

and we have tested its shows 

Wondering why its showing long duration , I mean it should have only 2 days .can you please help me with it .

Much appreciated your help in this 

[Harshal Aditya]

Hi @pramn ,

Hope you are doing well.

I think is working as expected.

The duration is 2 Days (48 days) and it will depend on your schedule.

Suppose your schedule in SLA definition is (8 *5 only weekdays) and SLA is starting on 26th. 

So every day SLA will run for 8 hours (as per schedule) and it will not run on weekdays.

That's why it's showing long duration.

Please mark this response as correct or helpful if it assisted you with your question.

Regards,
Harshal

[pramn]

ok , if we want to  complete this SLA in 2 business day ... so what can be done ?

[Harshal Aditya · Accepted solution]

Hi @pramn ,

You need to replace Schedule in SLA definition with 24*7 schedule. A 24*7 schedule should be available OOB in servicenow

Please mark this response as correct or helpful if it assisted you with your question.

Regards,
Harshal

[Tushar]

Hi @pramn 

Please update your SLA schedule as below - 

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Regards,
Tushar