SLA Not Pausing on Holidays in 24x7 Schedule

[mahimahidhar]

Hi experts, I need your help. I created a 24×7 schedule that excludes Indian holidays. I added a 24×7 schedule entry and created another schedule named 'Indian holidays,' which I set as a child schedule. I then created an SLA definition. Everything works fine until the SLA is triggered, but it continues running even during holidays instead of pausing. Can you help me understand why this is happening and what the issue might be?

[Alp Utku]

I think, instead of creating 7 x 24 schedule, you need to define schedule for working hours. Example, your SLA is 5 days and daily working hour is 8 hours. You need to come up with 40 hours SLA schedule (5 x 8).

[mahimahidhar]

Hello @Alp Utku , @Simon Christens thanks for your help.

My requirement is for the SLA to run 24x7, including weekends, but it should pause on Indian holidays, which are almost 15 days so how to achieve this?

[Simon Christens]

Hi again,

In that case i would probably set up the SLAs to have a pause condition (incident state is On hold for ex)

Then create a scheduled job that runs every night at midnight checking if the date is inside or outside of the schedule.

If its outside of the schedule then change the state to trigger the SLA pause.
The next day at midnight it runs again and if the date is inside the schedule then find the previous state and set the state back.

Another idea could also be a custom field (true/false) named something like "Force SLA Pause" - and use that as a part of the pause condition. - when set to true it pauses the SLA and false then it resumes.

But this is not good practice to use SLAs in a way that its not really intended for so in general i would recommend challenging the business requirement 

[mahimahidhar]

In ServiceNow, there is an existing schedule from 8 AM to 5 PM with U.S. holidays, where the holidays are set as 'excluded.' I followed the same method to create Indian holidays, It is not the correct way?