SLA operates Based on the Location

[dhineshkumar]

Hi Experts 

I have the requirement veena is in Mumbai location, she has holiday on 02-10-2025, Rani is in Bangalore location she do not have the holiday on 02-10-2025, when incident ticket is assigned to Rani SLA should be run. when ticket is assigned to veena SLA should not be run. 

Thanks In advance 

Dinesh Kumar.

[Bhuvan]

@dhineshkumar 

Below is for SLA calculation based on Caller's location. Test it in your development environment, if you can extend the logic for your requirement based on assigned_to field

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0783398

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan