Is it possible to exclude Weekends and Holidays in calculation of SLA Breach for incident tickets?

Irene M · ‎09-22-2023

Hi guys!

Is it possible to exclude Weekends and Holidays in calculation of SLA Breach for incident tickets? Currently our tickets are getting breach SLA even though it's Weekends/Holidays. We want our timer to stop running if the date is Weekend or Holiday so that our tickets won't breach.

Hemanth M1 · ‎09-22-2023

Hi @Irene M ,

Use schedule in your SLA definaition as below and pick "8-5 weekdays excluding holidays" schedule which is Out of the box,

To add/remove holidays: Open this schedule and add/remove existing holidays per requirement.

Steps:

Open child Schedule :

Open Schedule entries , review add/remove holidays

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025

View solution in original post

AndersBGS · ‎09-22-2023

Hi @Irene M ,

you need to create a schedule in your SLA so that you can exclude weekend and holidays.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

AndersBGS · ‎10-02-2023

Hi @Irene M ,

if my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/