SLAs outside business hours

[Alex G]

I am trying to set up a flow that says when the SLA is due outside business hours do these actions. I can't find a way to do this through the flow designer. The proposed solution within my team is to create SLAs for outside business hours that are active after 5 and use them to send the notifications. I am unsure of the implications of reporting SLAs if that is how I proceed with this. I would like a clean solution that works as follows

If SLA 1, 2 or 3 is due outside business hours please email the on call person.

[sachin_namjoshi · Accepted solution]

you need to use schedule and configure workdays, work hours and use this schedule in your SLA definition.

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-level-manageme...

There are OOB SLA breach notifications.You can reuse them to send email to stakeholders.

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-level-manageme...

Regards,

Sachin

[Alex G]

This doesn't really answer my question so I guess I did a poor job explaining it. Based on this I will need to have 4 SLAs defined per severity. 1 for inside business hours, 1 for outside business hours, one for holidays and 1 for weekends. That does not seem very efficient to me.

[sachin_namjoshi]

You don't need to configure 4 SLAs.

You will have to configure SLA based on severity.

But, to consider business hours, you need to look into schedules where you can configure business hours, holidays and tag schedule to your SLA.

Flow designer is not designed for your requirement.

Flow in flow designers are like business rules excluding lot of coding.

SLA definitions with schedules and notifications is the way to resolve your requirement.

Regards,

Sachin

[Alex G]

But I have to have multiple schedules? One for inside business hours and one for outside?