SLA Schedule.... Include Vs Exclude

[madanm7786]

Hi All,

I have a doubt in SLA Schedule.

I have a Schedule "9*6 weekdays excluding IND Holiday". And in Child Schedule we have defined list of Indian holidays.

Now my question here is, What should be the Type to exclude holiday.

Do i need to give Type as "Include" or "Exclude" to not consider the holidays in my SLA.

And also please explain me the difference between those 2 types.

Thanks,

Madan

[Atul Kumar2]

Hi Madan,

You need to put the Indian holiday child schedule as include so that it will not calculate the sla during that holidays.

See the steps here.

1. You want your sla should be running only 9*6 weekdays then you need to create a schedule entry providing the details in that under schedule entries in schedule records.

2. you need to specify for the date/time when this sla should not calculate then you need to create a holiday schedule and attach it to the main schedule and type should be selected as include so that it can consider to not work on the holiday on top of main schedule which is   9*6 weekdays. You can also create a child schedule from the main schedule related list/tab.

You can see your defined system scheduler under

System scheduler > schedules > schedules.

For more details you can see the below article.

Using Schedules - ServiceNow Wiki

Hope this helps.!

Regards,

Atul Kumar

[madanm7786]

Hi Atul,

Thanks for your help.

Hope i got the answer.

Thanks,

Madan

[JJ1]

The Holiday schedule entries should be of Type - Excluded so that the business duration will adjust according to the holidays.Where did you find the included type ?

[madanm7786]

Hi Jeevan,

I was pointing to the type in child schedule.

Thanks,

madan