SLA exclude holidays

[JDickson]

Hi All,

I have set an SLA to use callers timezone as 'source', schedule '8-5 weekdays excluding holidays':

Within the schedule i have set the time zone to 'floating' to use the callers timezone as they may be different.

This has schedule entries for monday - friday, 8-5 an also a child entry to include US bank holidays.

These are set to 'floating' and dates defined in schedule entries. I have set a callers timezone to US Eastern

What im trying to achieve is the following: 

A ticket can be raised by a caller based in the US. This is then assigned to a consultant either based in the UK or the US. If it is a US bank holiday, the SLA should pause for the duration. With the current setup it is still 'in progress' and running down the SLA clock. 

Any ideas what i have missed/incorrect.

Thanks

[Alikutty A]

Can you show a screenshot of your holiday schedule?

[JDickson]

hi

[Jishnu C Gopal]

Please check the Documentation

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-management/task/t_CreateAnSLADefinition.html

[Alikutty A]

Can you paste the holiday child schedule (date time) that you have setup and for which the SLA was not pausing?