What happens when there's a conflict between schedules in service offering and sla?

[beata-ilowiecka]

Which schedule is then used in sla?
and why is there a schedule added to an offering?

thanks in advance 🙂

[cloudops]

In ServiceNow, a schedule is used in Service Level Agreement (SLA) to define the working hours. This is important because it helps in calculating the actual time taken to resolve an incident or complete a task. The SLA clock stops ticking during non-working hours as defined by the schedule.

Here are the key points:

- A schedule in SLA is used to define the working hours.
- The SLA clock only ticks during the defined working hours in the schedule.
- The schedule helps in calculating the actual time taken to resolve an incident or complete a task.
- The SLA clock stops ticking during non-working hours as per the schedule.

A schedule is added to an offering to define the availability of that offering. This helps in setting the expectations right for the customers about when they can avail the service.

Here are the key points:

- A schedule is added to an offering to define its availability.
- The schedule helps in setting the right expectations for the customers.
- Customers can know when they can avail of the service based on their schedule.
- The schedule in an offering can also be used to manage resources efficiently.