Join the #BuildWithBuildAgent Challenge! Get recognized, earn exclusive swag, and inspire the ServiceNow Community with what you can build using Build Agent.  Join the Challenge.

SLA exclude holidays

JDickson
Kilo Expert

‎12-04-2018 08:58 AM

Hi All,

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

find_real_file.png

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

find_real_file.png

 

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

find_real_file.png

find_real_file.png

 

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

find_real_file.png

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

Preview file
29 KB
Preview file
8 KB
Preview file
50 KB
Preview file
18 KB
Preview file
14 KB
0 Helpfuls
  • 4,932 Views
4 REPLIES 4

Alikutty A
Tera Sage

‎12-04-2018 09:16 AM

Can you show a screenshot of your holiday schedule?

0 Helpfuls

JDickson
Kilo Expert
In response to Alikutty A

‎12-05-2018 01:09 AM

hi

find_real_file.png

Preview file
139 KB
0 Helpfuls

Jishnu C Gopal
Kilo Contributor

‎12-04-2018 09:22 AM

Please check the Documentation

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

0 Helpfuls

Alikutty A
Tera Sage
In response to Jishnu C Gopal

‎12-05-2018 01:11 AM

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

0 Helpfuls