How to setup SLA that have different work hours on weekday and weekend

[JC S_]

We need to setup an SLA that have working schedule as follows:

Monday to Friday 6:00am to 10:00pm

Saturday 9:30am to 6:30pm

We need to set it up as 3 working days duration. So during weekdays, the working hours is 16 hours while on Saturdays, it will be 9 hours only. How can we set it up so that a ticket submitted on Friday for example will run 16 hours on Friday, 9 hours on Saturday then 16 hours on Monday. Then if ever ticket is submitted on Monday, it will run 16 hours on Monday, Tuesday and Wednesday.

We know that we can set up a schedule with multiple schedule entries (one for weekday and one for weekend) our problem here is you need to define the SLA duration. In our case, if we set 48 hours (16x3) then when tickets falls on Saturday (which only have 9 work hours), then the ticket will get be timed longer since only 9 hours will be deducted on the 48 hours duration.

[Karthik Reddy T]

Hello Jimboy,

Pls create SLA calendar add the days and business time as per the requirement.

[JC S_]

We are on Istanbul. SLA Calendar is already obsolete as described here: Legacy:Service Level Calendars - ServiceNow Wiki

"Functionality described here is obsolete since the Fall 2010 release and has been replaced by Service Level Agreements (SLA) Plugin."

[jesseadams]

Have you looked at using a relative duration for your SLA?

That seems like the best (and probably only) way to have a duration that varies depending on when the request comes in.

https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/service-level-manageme...

[JC S_]

Yes we've looked into that but using that will not allow us to use Pause Conditions.