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?

[Simon Christens]

The SLA doesnt pause when the time is out of the schedule.

Only pause conditions pauses the SLA.

Theres 2 different elapsed times: Actual and Business
Actual is a 24 hours counter where business elapsed time is the time inside the schedule.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0547270 

Actual Elapsed Time and Business Elapsed Time

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• Actual elapsed time is the total time the SLA has taken until this time, minus any pause duration.
• Business elapsed time is the total time the SLA has taken until this time, minus any pause duration, within the business schedule used by that SLA's SLA Definition.

Note: If the SLA definition does not use a schedule, Business elapsed time is left blank. 

So yes - you need to create a business hour schedule where you can then exclude the holidays - then the business elapsed time should reflect that

[Mark Manders]

What do you mean with 'keeps running'? There are 3 things you need to take into account: the running of the SLA (based on start, pause, stop and cancel conditions), the actual elapsed time and the business elapsed time.

Running of SLA is based on the conditions of the target record (pause = incident on awaiting info for instance).

Actual elapsed time is the actual time the SLA is running (or has run) from start condition to stop condition.

Business elapsed time is the time the SLA is running from the start condition on the attached schedule. So excluding (in your case) the National Holidays. 

Do you see the same actual elapsed time as business elapsed time over a period in which there was a Holiday?
And to be sure: did you trigger a new SLA record for testing, because a record will run on the old SLA if it started on one. You can get around that by doing a 'repair sla' on the record.