SLA Schedules and elapsed time

[ryan_percival]

Hi All,

I was wondering if someone could help me out with with SLA's and the Schedules, so what i've done so far is setup some test SLAs in our DEV environment which have a 5 min duration I've assigned a schedule of mon-fri 9-5 to these and then setup a test incident on Sunday to test it the SLA didn't start until monday morning at 9AM but only ran for 4hours instead of 8 hours as i thought it should, the status is still the same and hasn't changed, could anyone shine a light on where i could of went wrong?

Thanks

Ryan

[ryan_percival]

HI Michael,

I have checked all the timezone as i stated earlier, they all use the same timezone even the system timezone is the same which is what users default to when created.

Thanks

[andrewdunn]

Hi Ryan - I would look at logging a HI ticket with servicenow as they have a greater breadth of investigative tools. Also, as it is in the Dev environment they should be able to quickly investigate and if not I have always had success with them pointing me in the right direction.

If you do go down this path I believe it would be beneficial to post the results back to the forum.

Cheers

[ryan_percival]

Hi Andrew,

I think I agree with that to be honest, i'll open up a HI Ticket to find this out and then i'll let you know what they say.

Thanks for the help.