Calculate SLA without holiday

MK-p
Tera Contributor

Hi

I have requirement that SLA should calculate only between 10AM to 6PM and exclude holiday days. Help me the steps to configure the same.

1 ACCEPTED SOLUTION

Runjay Patel
Giga Sage

Hi @MK-p ,

 

Follow below steps to do the configuration.

  1. Create SLA in you target table with start and stop conditions. Navigate to SLA definition for creating new SLA.
  2. Create new schedule
  3. RunjayPatel_0-1731651933463.png

     

  4. Create scheduled entry and give 10am to 6pm time
  5. RunjayPatel_1-1731652194330.png

     

  6. Create one child schedule and all your holiday list under "Schedule Entries"
  7. RunjayPatel_2-1731652376653.png

     

  8. Now in your SLA definition select the same schedule which you have created in above steps.
  9. RunjayPatel_3-1731652499029.png

     

 

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If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.


Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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Part 2. In this video i have talked about overview on ServiceNow platform/tool. How you can opt for personal dev instance (PDI)? how to login in ServiceNow instance and navigation to OOB modules. For document please visit: https://servicenowwithrunjay.com/ Follow Facebook page for latest update on
2 REPLIES 2

Runjay Patel
Giga Sage

Hi @MK-p ,

 

Follow below steps to do the configuration.

  1. Create SLA in you target table with start and stop conditions. Navigate to SLA definition for creating new SLA.
  2. Create new schedule
  3. RunjayPatel_0-1731651933463.png

     

  4. Create scheduled entry and give 10am to 6pm time
  5. RunjayPatel_1-1731652194330.png

     

  6. Create one child schedule and all your holiday list under "Schedule Entries"
  7. RunjayPatel_2-1731652376653.png

     

  8. Now in your SLA definition select the same schedule which you have created in above steps.
  9. RunjayPatel_3-1731652499029.png

     

 

-------------------------------------------------------------------------

If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.


Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

-------------------------------------------------------------------------

Part 2. In this video i have talked about overview on ServiceNow platform/tool. How you can opt for personal dev instance (PDI)? how to login in ServiceNow instance and navigation to OOB modules. For document please visit: https://servicenowwithrunjay.com/ Follow Facebook page for latest update on

Thanks @Runjay Patel for quick response. Will try and let you know.