SLA Attaching on US Holiday Despite Schedule Exclusion

[Mohan Mallapu]

Hi Everyone,

I’ve configured an SLA on the Incident table with a schedule of 8 AM to 5 PM on weekdays, excluding US holidays. Today is a US holiday and correctly appears greyed out in “Show Schedule.” However, when I create an incident that meets the SLA conditions, the SLA still attaches to the record — even though the schedule excludes today.

I expected the SLA not to attach at all on excluded days. Is this expected behavior? Should the SLA attach but pause the timer until the next valid schedule window? 

Looking for official documentation .

[Dhana3]

Hi @Mohan Mallapu ,

Since you have defined SLA they will always trigger. Only the thing is they will be paused for the excluded days. So this is the expected behaviour. I am not really sure if there is any official documentation for it.

There is a support article which might answer your question indirectly - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0722351

You can also check this FAQs article - https://www.servicenow.com/community/itsm-articles/service-level-agreements-sla-faqs/ta-p/2313347

Regards,

Dhanashree

[Dr Atul G- LNG]

Hi @Mohan Mallapu 

Yes, the SLA will get attached, but if you look at the breach time, that’s where something seems off — especially since the US holiday is being counted.

Please check what breach time is being displayed and then verify whether the SLA is being calculated correctly or not.