Why am i getting email notifications for an SLA breach outside Scheduled times?

[Tony98]

I have an SLA definition set to:

If Priority = P2

The Work Order needs to be updated every 3 days or an SLA will breach.

A Notification will be sent when the SLA is breached EXCEPT outside 7am-9pm or Weekends.

Here's the SLA setup . . . .

My Scheduling seems to look ok . . .

When I check the Work Order, the SLA seems to work as expected . . .

The original NOTIFICATION I had setup didn't work . . .

Where I set Event is Fired for sla.warning.breach using the SLA above.

So this never fired so i retried . . .

... i retried using this setup:

Has Breached changes to True

It fired an email, but not when I was expecting it.

This fired an email notification but I wasn't expecting it outside the 7am-9pm Weekdays ONLY.

This one fired at 10:09pm on a weekend . . .

Any ideas what I am missing/doing wrong?

I know the SLA defines the schedule, but the SLA was paused when the Notification email was fired.

thanks

Tony

[Chandu Telu · Accepted solution]

HI Anthony, Every SLA have actual elapsed time and business elapsed time .Check the below link it may help you https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/service-level-manageme...

[Chandu Telu]

Please make sure the sla timezone and schedule sources. https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/service-level-manageme... if SLA time zone is in EST it will calculate based on the EST so it may send in different time

[Tony98]

Using the help above - I ended up changing the Trigger on the Notification to "Business elapsed percentage - greater then - 100".

And that triggered the emails when expected.

[DushanthaB]

the given links are broken and no document can be found. I think ServiceNow authority should have a way to replace the obsolete documents with their new documents.