Dynamic SLA schedule based on task assignment group

[jgfdlima]

How to create an SLA with a dynamic schedule based on the assignment group with different schedules.

Ex. If an incident occurs to a 24x7 team in the early hours of the morning, the SLA must run, however, if the team is assigned to a group that has a 10x5 schedule, the SLA must stop running until the schedule starts.

[jgfdlima]

Excellent suggestion, I did this test but it is only functional in cases where the task is not assigned to a group with a different schedule during its service. Because when you change to a group with a different schedule, the active SLA schedule does not change, remaining the same as the initial group.

[Robbie]

Hi @jgfdlima,

I recall having a similar challenge and in order to stop/pause/restart the SLA you can leverage the 'Conditional type' field whereby you can obtain full control and script.

Here's a little bit of info from the ServiceNow Docs: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-level-man...

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Thanks, Robbie

[smithjohns405]

Creating an SLA with a dynamic schedule based on assignment groups involves these steps:

1. **Identify Groups and Schedules**: Define assignment groups (e.g., 24x7, 10x5) with their respective working hours.

2. **Define SLA Terms**: Clearly outline response and resolution times for each group.

3. **Configure Business Hours**: Set up calendars in your system reflecting each group's schedule.

4. **SLA Setup**: Use business hours settings to ensure SLA timers run only during working hours of the assigned group.

5. **Testing and Adjustment**: Validate SLA behavior across different scenarios and adjust settings as needed.

6. **Monitoring and Documentation**: Regularly monitor SLA performance and document configurations for consistency.

This approach ensures SLAs adapt to varying schedules, maintaining service level commitments effectively.