effect of adding a new child holiday schedule to a main SLA schedule on tickets with running SLA's

[Nagender_G]

Hello All,

We have a requirement to add a new holiday schedule. The expectation is to stop the SLA's from running on the holiday on all existing tickets. If we add a child holiday calendar schedule to the main SLA schedule today, will it stop the SLA on all the running tickets which are in already in open state on the Holiday(3 days after)? or it will take only effect on incidents created after the holiday schedule is added? please suggest.

Thanks,

Nagender

[Jaspal Singh]

Once you add a new schedule entry for holiday then you need to run a SLA Repair for all active records.

1. Add scheule entry with type as Excluded

2. Navigate to Task SLA table & filter all records where Breach time is after current date time

3. Once done scroll to the bottom & look for Repair all filtered SLAs option from Related link

[Nagender_G]

Hello Jaspal,

I did some trial and error in my PDI and realized that adding a holiday child schedule for main schedule will work without the need for performing Repair SLA. Repair SLA is required only if we change the schedule for SLA definition.

Here are the steps I performed.

1. Created a child schedule for the holiday calendar under the main schedule

2. Added a schedule entry with type as exclude for a day under the child schedule

After performing the above steps, the SLA clock stopped during the holiday calendar schedule entry timelines without the need for Repair SLA

Also Realized that, the need to run SLA repair is only when we change SLA schedules in SLA definitions to pickup the right schedule without affecting the start time.

[Jaspal Singh · Accepted solution]

That is correct but it will not update the Breach Time & thus Repar is needed. While other things will be taken care.

[Jaspal Singh]

@Nagender_G We did this & came out & thus was a suggestion from ServiceNow to apply Repair SLA once child schedule is added.