SLA timezone

Arun_Manoj · ‎08-25-2024

My requirement is to create a new SLA for the incident module, where the time zone is EST monday to friday

16 hours

Start from 22:00pm EST to 14:00 pm EST

Dr Atul G- LNG · ‎08-25-2024

Hi @Arun_Manoj

You can create a new schedule, and add the time zone:

Also, it SLA depends on other schedule as well like

In this drop down select the SLA definition Time zone.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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Arun_Manoj · ‎08-25-2024

For 16 hours shift, means 8+8 shift duration. so, do I need to create two schedules ?

Dr Atul G- LNG · ‎08-25-2024

No, 1 sla of 16 work okay.

Shifts are for internal purposes.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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