📘 Show Info Message When SLA Is Outside Business Hours

kasulavarshini · 10 hours ago

In some scenarios, SLAs are configured with business schedules, meaning the SLA timer should run only during business hours. When a user updates a record outside the defined schedule, the SLA is paused — but users may not know why the timer is not running.

This article explains how to show an info message on the form when the current time is outside the SLA schedule, using:

Display Business Rule
g_scratchpad
OnLoad Client Script
GlideSchedule API

This approach helps users understand why the SLA is paused.

Requirement

Show an info message on the form:

"Note: You are currently outside business hours. SLA timers will be paused during this period."

when:

The record has an active SLA
The SLA has a schedule
Current time is outside the schedule

Step 1 — Create Display Business Rule

A Display Business Rule is used to check SLA schedule and pass the result to the client using g_scratchpad.

Business Rule Details

Name: Check SLA Schedule
Table: Task (or Incident/case / any task table)
When: Display
Advanced: ✅ Checked

Script

(function executeRule(current, previous /*null when async*/ ) {

    // Initialize the scratchpad variable
    g_scratchpad.outside_business_hours = false;

    // Query active SLAs for current record
    var slaGR = new GlideRecord('task_sla');
    slaGR.addQuery('task', current.sys_id);
    slaGR.addQuery('stage', 'in_progress');
    slaGR.query();

    while (slaGR.next()) {

        var slaDef = slaGR.sla.getRefRecord();

        if (slaDef && slaDef.schedule) {

            var schedule = new GlideSchedule();
            schedule.load(slaDef.schedule.sys_id);

            var now = new GlideDateTime();

            // Check if current time is outside schedule
            if (!schedule.isInSchedule(now)) {
                g_scratchpad.outside_business_hours = true;
                break;
            }
        }
    }

})(current, previous);

Explanation

Gets active SLA from task_sla
Reads SLA definition schedule
Uses GlideSchedule.isInSchedule()
Stores result in g_scratchpad
Scratchpad value is available in client script

Step 2 — Create OnLoad Client Script

This script reads the value from scratchpad and shows message on form.

Client Script Details

Name: Display Scratchpad Business Hours
Table: Task (or Incident/case / any task table)
Type: onLoad
UI Type: All

Script

function onLoad() {

    if (g_scratchpad.outside_business_hours) {

        g_form.addInfoMessage(
            'Note: You are currently outside business hours. SLA timers will be paused during this period.'
        );

    }

}

Explanation

Runs when form loads
Checks scratchpad value
Displays info message using g_form.addInfoMessage()

How It Works

Form loads
Display Business Rule runs on server
SLA schedule is checked
Result stored in g_scratchpad
Client script runs onLoad
Message shown if outside schedule

Conclusion

Using a Display Business Rule + Scratchpad + Client Script, we can easily inform users when the current time is outside the SLA schedule.
This improves transparency and reduces confusion when SLAs pause during non-business hours.