Hi @SakshiBagal,
Here's how you can approach it:
Understanding the Limitation:
SLA Definitions in ServiceNow use a static Schedule field by default — it doesn't dynamically pick up a user's timezone out of the box. So we need a workaround to achieve this.
Approach 1: Dynamic Schedule Based on Timezone
- Go to SLA Definition > Schedule field and create separate schedules for each timezone (e.g., IST, EST, PST).
- Use SLA Conditions to apply the right schedule based on the approver's timezone field from their user profile (sys_user.time_zone).
Approach 2: Using a Script in SLA Definition
In the SLA Definition, use the Condition Scripts to dynamically fetch the requestor's timezone from the sys_user record.
Example script reference:
var approver = gs.getUser().getTimeZone();
Map this to your schedule logic accordingly.
Approach 3: Flow Designer Enhancement
Since you're already using Flow Designer, you can add a step to fetch the approver's timezone from their profile and pass it as a variable to adjust the SLA schedule dynamically.
Approach 2 or 3 would give you the most dynamic and scalable solution.
Hope this helps! If this answered your question, please mark it as "Helpful".
