SLA Definitions Incidents: How to use calendar with city-specific holidays?

[Elton2]

Hi everyone, how are you?!

After the user opens INC using the Form via Portal and submits it, the INC will be handled by the Resolver in the Backend.

All Resolvers are from the Capital of São Paulo - Brazil, I have already configured "Schedule: 8-5 weekends excluding holidays" and "Timezone source: The caller's time zone". (img1).

Note: Will simply changing the Time Zone to "Floating" recognize all local holidays? (img2) All Resolvers are from the same region of São Paulo - Brazil, so they need to follow only the holidays of this region of São Paulo.

Does anyone know how I can do this? Is there a default feature of SN?

Thanks for your support!

[Dr Atul G- LNG · Accepted solution]

Hi @Elton2 

This is a time zone which works on schedule but does not control or help the holiday. Holiday We need to configure it as a child schedule only then it work. You can connect with client to get list of holidays. 

[Elton2]

Hi @Dr Atul G- LNG , 

I have configured using the "child schedue", including all the holidays that belong Sao Paulo city.

Thanks for your support and attention.

Best regards,