Assigning a work schedule to an Assignment Group

[rayperrett]

We are in the process of moving to ServiceNow and we are currently evaluating the data we have in our old Service Management tool.  Currently each of our assignment groups have a calendar associated to them, which in turn relates to a holiday calendar.  I am wondering how we go about assigning a working hours calendar to an assignment group, that is if this is possible.  I have taken a look and I cannot seem to find a way to achieve this.

We want to use the calendar to stop SLA's outside of working hours as well as public holidays.  We also want to run Scheduled Jobs but only on dates that fall within the working calendar for the assignment group receiving the ticket.

Any help guidance would be appreciated.

Many Thanks

[Akash4]

Hi Rayperrett,

Your scenario resembles the simplicity that you get from ServiceNow apart from other ITSM tools out there. We go with 2 steps here:

step 1. Create a schedule - Navigate to System Schedules > Schedules (usually there is a default schedule that is used throughout the system ; 8-5 weekdays excluding holidays)
Inside this you may schedule the working hours and holidays as seen below:
The child schedule will provide you with holidays and primary tab schedule entries with no. of working hours in a day and weekly 5 days.

step 2. Once, this is done - Go to Incident SLAs > Navigate to Service Level Management > SLA Definition

Configure SLAs based on your requirement giving the schedule that you have created in step 1 as follows:

Hence, the system uses this schedule for that particular SLA of Priority 2 here, we will use the same in every SLA definition.

Rest all will be taken care by the system, the holiday pausing, non-working day pausing.. Also you can configure the Pause condition in the SLA as below - say for on hold of the state and if it is with vendor:

Thats it, if this helps your concern please mark the answer as correct. Thanks.

Regards, Akash

[rayperrett]

Thank you for your reply.

What if a UK team passes the request to a US team and that team is currently out of the office on a public holiday?  In this case we would want the SLA to stop when the ticket is assigned to the US team.

[Akash4]

Yeah everything is possible, you may set notifications if no ones assigns the ticket after the UK Team enters the US Team in the assignment group (process is when the group is entered, the group members get notified and they will assign the ticket themselves)

You can set the SLA accordingly to groups, say you created a variable on incident table -'group count'. If this variables is 0 => you can start a fresh SLA and if a group is handing over to other group, you just write a script to update this group count.

For each group count, you can trigger an SLA and you this variable at the SLA definition form. The processes are easy once you develop the basic format in ServiceNow for the migration purpose.

Thanks. Please mark the answer as correct if this did solve your question.

Regards, Akash