Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition?

[lavu]

Can Anyone Please explain How the Schedule Source field & schedule Source works in SLA definition? 

[Deepak Ingale1]

Hi,

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-management/task/t_CreateAnSLADefinition.html

This has information what you are looking for. This enables to define SLA to follow the schedule based on fields defined on TASK.

eg, you can create a schedule field on sys_user_group table and have it used in SLA definition so that when incident gets assigned to particular group, it will follow the schedule of that group. Likewise, you can leverage schedule fields from CMDB , business services etc.

Note: Please mark reply as correct / helpful if it answers your question

[rahulpandey]

Hi, The schedule source field allows you to dynamically use the schedule instead of one schedule. One of the example is : Create a schedule reference field on group table, and then go to any SLA of incident table, use schedule source field to walk down to assignment goup's schedule field, like assignment_group.u_schedule. This way, you can have one sla with dynamic schedules defined on ground table

[smd]

Hi Rahul,

We have a similar requirement, where we need Schedules to be Dynamically changing based on Assignment group. 

I have created schedules field in Group table and referred associated schedules in it, 

But after creating incident, when I switch between assignment group schedules are not getting changed.

please help me with this 

Regards,

Dinesh

[Deepak Ingale1]

Hi Lavu,

Could you please mark answer as correct and close the thread. This helps other community members to search the content based on correct answer if they have same question :), and needless to say, contributor gets points against the reply as well. So please assist and close the thread if you don't have follow up questions