How to configure different SLA response and resolution times for P1 incidents on weekdays vs weekend

Satyam123
Tera Contributor

3 weeks ago

I have a single support team that works both on weekdays and weekends.

I need to configure different SLA targets for Priority 1 (P1) based on the day:

Requirements

  • Priority = P1

  • Same assignment group

  • Business elapsed time SLAs

SLA targets

  • Weekdays (Mon–Fri):

    • Response SLA: 15 minutes

    • Resolution SLA: 15 minutes

  • Weekends (Sat–Sun):

    • Response SLA: 30 minutes

    • Resolution SLA: 30 minutes

Working hours

  • SLA should count only during business hours (e.g. 06:30 AM – 09:30 PM)

  • SLA should pause outside business hours

0 Helpfuls
  • 343 Views
2 REPLIES 2

Hemanth M1
Giga Sage

3 weeks ago - last edited 3 weeks ago

Hi @Satyam123,

 

You may have to refer this thread - https://www.servicenow.com/community/itsm-forum/trigger-an-sla-based-on-when-incident-was-created/td...  (you got to be very careful while doing this)

 

 

The key here to trigger  SLA one during Weekdays and one During Weekends rest is straight forward and its not available directly in the SLA start condition

For SLA targets you just use Schedules (Response and Resolution) and Duration.

 

HemanthM1_1-1765818023260.png

 

 

 

 

 

Accept and hit Helpful if it helps.

Thank you,
Hemanth
Certified Technical Architect (CTA), ServiceNow MVP 2024, 2025
0 Helpfuls

AndersBGS
Tera Patron

3 weeks ago

Hi @Satyam123 ,

 

As @Hemanth M1 have stated, you need to have two different SLAs with their own schedule. Have you tried this and if yes - where do you get stucked?

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

0 Helpfuls