SLA Configurations

[Zhongmin Ye]

Hi everyone, 

Currently I am trying to configure a SLA schedule with multiple schedule entries to accommodate a scenario that: 

Agent A from the Sydney Office was assigned the incident at 4pm Sydney time, the resolution SLA should pause after business hour which is 5pm.

Agent B from the London Office will continue to work on the incident when their day starts at 9am London time, which is 8pm Sydney time, and the resolution SLA should resume. 

Here is what I have configured in my PDI so far:

9 am - 5 pm Sydney

8 pm - 4 am Sydney (9am - 5pm London time) - Oct - Apr

6 pm - 2 am Sydney (9am - 5pm London time) - Apr - Oct

Is this how it should be configured? Or there is another way to it? 
 Many thanks in advance!! 🙂

[Sohail Khilji]

Hi @Zhongmin Ye,

Yes if the business hours schedules are configured correctly it must work as expected. Once they are created as per buisness timing then you can use them in your SLA configuration to run as per the schedules.

Refer my article here , it would help...

https://www.servicenow.com/community/itsm-blog/service-level-agreements-business-hours-schedules-tim...

I hope it helps.

[Ravi Gaurav · Accepted solution]

Hi @Zhongmin Ye 

As You've identified the time overlap correctly for Sydney and London offices during standard time (October–April) and daylight savings (April–October).

So Combine the schedule entries for Sydney business hours and London business hours into a single SLA schedule.

And Daylight savings adjustments can complicate the timing. ServiceNow provides automatic handling of DST if the time zones are properly configured in the schedules. Ensure that:

• Sydney entries use Australia/Sydney time zone.
• London entries use Europe/London time zone.
  
  Refer :-https://www.servicenow.com/community/itsm-blog/service-level-agreements-business-hours-schedules-time-zones/...