Update Incident SLAs to only run during business hours

[Community Alums]

I need to configure the Incident SLAs to be updated to run for the times outline below. Additionally, I do not want SLAs to run outside of business hours, so that our metrics accurately reflect our hours of operation (8AM to 5PM). SLAs should also not run during US holidays.

- Priority 1 resolution: 4 hours
- Priority 2 resolution: 1 business days
- Priority 3 resolution: 2 business days
- Priority 4 resolution: 5 business days

[Dr Atul G- LNG · Accepted solution]

Hi @Community Alums 

Easy and OOTB you can check.

Create a schedule where duration (8AM to 5PM)

and in child schedule mention all US holidays

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/cmn_schedule.do%3Fsys_id%3D090eecae0a0a0b260077e1dfa71da828%26sysparm_record_rows%3D108%26sysparm_record_scope%3Dglobal%26sysparm_record_target%3Dcmn_schedule%26sysparm_record_list%3DORDERBYname%26sysparm_nostack%3Dtrue%26sysparm_record_row%3D5