SLA definition for P1 Incidents

[nmsmtys]

I have a requirement to update SLA definitions for P1 incidents. The default schedule is 8AM-4PM. If the incident is opened in this time window, the SLA should start, and should not stop until the incident is solved. If the incident is opened outside this time window, the SLA should start the next day workday at 8AM. Is there any way to implement this functionality?

Thank you,

Matyas

[Jean-Emmanuel 1]

Hello,

SLA works like that ootb.

Out of time window, the SLA pauses.

Kind regards,

[nmsmtys]

Hello,
it shouldn't pause when outside the schedule, only when it is resolved or canceled, even if it is outside the schedule time window. But it should only start when the Incident was opened inside the schedule.

For example:

If an incident is opened at 3PM and the resolution time is 2 hours, it should run until it is resolved, not until 4PM.

If an incident is opened at 6PM, SLA should start at 8AM the next workday.

[Jean-Emmanuel 1]

Thanks for your feedback.
By the way, you need to script this custom feature.

I share with you some resource you may need:

The script include TaskSLA define the condition of change of the state of the task_sla record based on the sla definition associated.

The script include SLASchedule get the schedule defined on the SLA Definition

The base engine for SLA Definition condition is defined in the script include SLAConditionBase
More infomations are available at SLAConditionBase script

You can extend the native process (see Create a custom SLA condition rule) and apply it only to the related SLA Definition ( see Invoke SLA condition rules on a specific SLA definition )

Hope it helps you.

Please Mark ✅ Correct/helpful if applicable, Thanks!! 

[Mahendra RC]

Hello @nmsmtys ,

Your requirement is not feasible to implement as per the ServiceNow's SLA working behavior. We you have to do that then it will requirement customization and even that will be complicate to implement such logic.

Please mark my respsone as helpful/correct, if it answer your question.

Thanks