After adding holiday schedule entry, SLA's are not working

[Sriram Pusuluri]

Hi Team,

Main schedule is 8-18 schedule, under that we have schedule entry, there we have given time as 8-18, repet until 2055.

 till now sla's are working as expected.

In child schedules I have added holiday calendar under that I have schedule entries.

Now I have added today as holiday in one of the schedule, now what's happening is for Australia schedule sla is for Business elapsed time and Business elapsed percentage is showing as 0, that is fine, but for UK also it is showing 0, If have deleted that schedule entry then it is showing percentage.

 
If  I change the type of Holiday schedule entry to busy from Excluded, then sla is running. But it should be excluded right, then for every country sla time and percentage is showing as 0.

what was the wrong in this?

[SupriyaWaghmode]

@Sriram Pusuluri - Can you check SLA timezone source and timezone. Share configuration of SLA

[Sriram Pusuluri]

@SupriyaWaghmode 

[SupriyaWaghmode]

@Sriram Pusuluri - while testing which  caller are you using ?? can you check his/her timezone??

[Sriram Pusuluri]

If I am testing with UK Timezone(Europe/Londan), then I am using caller's location's timezone should be Europe/Londan, same way I am testing with all the users