One work schedule with multiple holiday schedules for multiple regions

[Srinivas Alla1]

Hi All,

We have a requirement of configuring Holiday Schedules for exclusion of holidays from SLA calculation.

We have 1 work schedule "8-5 weekdays" for multiple regions (ex: US, Australia, India etc) & this parent schedule is defined in P1- P5 SLAs.

Under this work schedule we have 26 holiday schedules as child schedules for different regions.

We have callers from different timezones.

Please provide your inputs on how should i proceed further so that the SLA calculation excludes the holidays as mentioned in the holiday schedule for different regions based on the Timezone of the caller.

Thanks in advance

[Pradeep Sharma]

Hi Srinivas,

Please check the section 2.5.1 for more info.

https://wiki.servicenow.com/index.php?title=Using_Schedules#Creating_Holiday_Schedules_for_Multiple_...

[Srinivas Alla1]

Hi Pradeep,

Thanks for your response but I have refereed to that section already and tried configuring using the second method as described above in my post i.e adding "regional holiday schedules a child schedule of the work hours" .

And i have not created separate work hours schedule for each region   as mentioned in 2.5.1(for method 2) because
If creating multiple separate work hours schedule for each region then we need to create
those number of SLAs for each separate work hours schedules of each region i.e <No of schedules= 26 >X 10 SLAs i.e total 260 SLAs needs to be created which takes same effort as Method 1 of section 2.5.1 i.e adding "work schedule as a child schedule to each region's holiday schedule".

Using Method 1:
Its not considering the holiday schedule for exclusion from SLA calculation as the work schedule "8-5 weekdays"is defined in all the existing P1-P5 SLAs.

If we define holiday scheudle in SLA then we need to create <Number of Schedule >X<No.of SLAs> i.e 260 SLAs as explained above.

Using Method 2:

Its considering all the holiday schedules which are added under parent "8-5 weekdays"from SLA calculation irrespective of the timezone of the caller.

[Srinivas Alla1 · Accepted solution]

As per the response from Hi support team.
There is no such feature or setting in SNOW out of the box which can exclude the holidays based on the regions of the caller if
one work work schedule with multiple holiday schedules is defined.
It will consider all the holidays of different holiday schedules defined under one parent work schedule during SLA calculation.

Hence
created multiple work schedules specific to each regions
added holiday schedule as child schedules respective to each region's work schedule .

created multiple SLAs for each regions.

added new conditions in the existing start condition of SLAs   to filter correct SLA based on
        Timezone of caller
        Country(Regions) of caller.

(In SLA Properties the dropdown :Use the following time zone for SLA has been set to "The caller's timezone")

This above settings fulfills my requirement of implementing Multiple holiday schedules for different region(s)/timezones.

[Sai Siva Chaita]

I have same requirement: But I have a question

What if the assigned to user is in Australia and the caller is in US?

For Ex: Caller raised an incident in US at 10 AM. But Assigned to user is in Australia, His time is 11PM. 

Schedule(8-5 Weekdays)

So SLA should trigger based on the Assigned to User right? Because he cant work on off hours.