SLA stage 'paused ' during off business hours or Holidays

[Priya128]

Hi All,

I have configured SLA  its working expected but SLA stage not updated to paused  during off business hours  and holidays .

I have gone though one of url stating same 

https://hi.service-now.com/kb_view.do?sysparm_article=KB0662275

Can we made any script or customize to change stages to 'Paused'  during off business hours or holidays?

here stage still showing "In progress"  (off business hrs) .. but it should show paused ..

[Jaspal Singh]

Hi Priya,

That is expected behavior as SLA  stage will be in In Progress but the SLA will not be working/calcuated for the holidays. For SLA to pause the Pause conditions for SLA is to be met.

So, even if there are weekdends or holidays system will exclude the working calculation but stage will be In Progress always.

So, if SLA is associated today & tomorrow is a holiday then SLA stage still remains In Progress stage but will not include or calculate tomorrow's business working hours.

If tomorrow is holiday & today ticket in put on a condition that satisfies the Pause condition then only stage will be on Pause stage.

[Allen Andreas]

Hi,

If you've set your schedule appropriately in the SLA, then the SLA will still say in progress...unless it meets your pause conditions.

So if your schedule is right, the timer isn't counting non-business hours or holidays, so don't worry about the stage.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Priya128]

May i know if any pause conditions can set for off business hours ? or holidays schedule can include?

example : if 8 -5 weekdays schedule using for sla ,  how can i keep pause condition to set other than 8-5 schedule

[sivaprince231]

Hi Priya,

Kindly use below pause condition, that should be helpful for you.

Mark this response as correct or helpful. 

 Regards,

 Siva Kumar