Holiday Schedules are not working correctly

[Sriram Pusuluri]

Hi Team,

in my instance holiday schedules are created for Finland Country, Holidays mentioned as 24th, 25th and 26th of December.

below is my schedule:

Now user has received an email on 26th saying your incident is breached.

example:

what needs to be done here?

How to resolve this?

[rafaelramos0]

Hi @Sriram Pusuluri !

Double check the schedule defined in your SLA definition.
Looks like it is using "Workdays 8-18" and not the one you created.

Mark helpful if makes sense. 🙂

[Dr Atul G- LNG]

HI @Sriram Pusuluri 

If I am not mistaken, the holiday should be created under the child schedule, not directly in the schedule itself.

OOTB: 

[Ajay_Chavan]

@Sriram Pusuluri  

Could you please set the time zone to the schedule and give it another shot?

[Barbara Przygod]

Hi @Sriram Pusuluri,

There are two levels of Schedules involved:

1) The SLA Schedule

This is the schedule referenced directly in the SLA Definition.
In your case, this is “Workdays 8–18.”

Its purpose is to define when the SLA timer is allowed to run.
So in this example, the SLA will run every working day from 08:00 to 18:00.

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2) The Bank Holiday Schedule

This schedule must be added as a child of the SLA Schedule.
It defines all exceptions to the SLA timeframe (Bank Holidays, special non‑working days, etc.).

Three important points to secure (common sources of errors)

• The Schedule Entry type must be set to “Excluded”.
  Otherwise, the system will not treat these dates as non‑working days.

• Entries must not exceed 24 hours.
  If a Bank Holiday entry spans more than 24 hours, ServiceNow will not apply it as an exception.

• You can attach multiple child Schedules to the same SLA Schedule,
  and while it is technically possible to attach a Bank Holiday child Schedule to another Bank Holiday Schedule,
  this should not be done.
  The SLA engine only evaluates the first two levels:

  1. The main SLA Schedule (working timeframe)
  2. Its direct child Schedules (exceptions)
     Any additional layers, even if created, will not be applied in SLA calculations.

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Tip for the future

If you have fixed / recurring dates (the same date every year), you can set the Schedule Entry to Repeats = Yearly.
This way, you won’t need to recreate entries next year.

The only downside is that the entry will always display the first year it was created, which can look a bit confusing. But overall, it saves time and reduces yearly maintenance.