Newly created holiday will add to the already created incident SLA or not

Sarah Bouil
Tera Expert

‎02-17-2024 05:17 PM

I have created(Friday created just assume) an incident(INC1001) and SLA is attached, just assume Saturday and Sunday SLA will PAUSE.. Now the scenario is if there is holiday on Monday we got to know this by Friday evening.

 

1. How will we ensure that sla should not breach for any incident?

2. If I update Holiday's in Schedule will that SLA will pause or newly added holiday will added already created incident SLA or incidents SLA?

 

 

 

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James Chun
Kilo Patron

‎02-17-2024 07:38 PM

Hi @Sarah Bouil,

 

Please refer to this Knowledge article from ServiceNow:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0869748

 

Also, there was a similar question in the past:

https://www.servicenow.com/community/itsm-forum/effect-of-adding-a-new-child-holiday-schedule-to-a-m...

 

Hope it helps, thanks!

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