Hello @SravanK11377255 ,
Basically In short ask your business analyst ask them these two questions to make your decision:
Do you need the SLA clock to pause if the assignee is waiting on someone else? -
If YES: You must use User-Specified Duration.
Is the deadline based on a hard date (like an employee start date or end-of-month audit) or based on how much time the team spends working on it? -
If Hard Date: Use Relative Duration.
If Time Spent: Use User-Specified Duration.
Types :
1. User-Specified Duration : You explicitly define a fixed amount of time (e.g., 4 hours, 3 days, 30 minutes). ServiceNow calculates the planned end time by taking the SLA start time and adding this fixed duration, strictly adhering to the Schedule you select (e.g., 8-5 weekdays, 24x7).
Real-Time Example : You have a 4-hour SLA tied to an 8 AM – 5 PM (Monday-Friday) schedule.
A P1 ticket is created on Friday at 3:00 PM. The SLA runs for 2 hours on Friday (until 5 PM). It skips the weekend, starts again at 8 AM on Monday, and breaches at 10:00 AM on Monday.
2. Relative Duration : Instead of a fixed amount of elapsed time, a Relative Duration calculates a dynamic target date/time based on a script or predefined logic at the exact moment the SLA attaches.
Real-Time Example : End of next business day
Two separate non-urgent requests come in. Ticket A is submitted at 8:00 AM on Monday. Ticket B is submitted at 4:59 PM on Monday. Both tickets will have the exact same SLA breach time: 5:00 PM on Tuesday. The elapsed time doesn't matter; the calendar target is what matters.
Refer the official docs for more info :
SLA duration types
If my response helped mark as helpful and accept the solution.
