Hi all,
I encountered this in my production instance. In ServiceNow SLA P3 resolution using 8-5 weekdays excluding holiday Out of the box.
When an incident created based on user timezone let's assume it's Central timezone at 5:00 A.M. on Christmas day 12-25-2024 it's supposed to breached at 5:00 P.M. on Friday 12-27-2024 but in my instance it's breached after 18 hours which is at 8:00 P.M. 12-26-2024, it ignore outside working hours and holiday.
Any suggestion on how should I fix this? Attached the said P3 resolution SLA I noticed Actual elapsed time and Business elapsed are the same which is weird
Thanks!
