Hi - Is it possible to stop the clock in Service Now when there is no one available to action on tickets ?

[leemon]

My team works from Mon -Fri in a week and we use Service Now as a ticketing tool. Since we do not have coverage on week ends, the tickets assigned to our queue gets breached by Monday when we are back in office. Is there a way in Service Now tool to stop the clock specifically for your groups from Friday evening till Monday morning while we are not in office.   Thanks.

[alvinbm1]

Yes.   You have to associate your SLA with the working hours you have set-up SNow...   I'll send you the steps if you don't have it...

[Pradeep Sharma]

Hi Antony,

You can define the schedule in your SLA. Please find the more info in the below wiki link.

Defining an SLA - ServiceNow Wiki

Defining a Schedule for an SLA - ServiceNow Wiki

[leemon]

Thank you Guys. Your responses helped me.