I am making schedule floating ,so how it will be affecting my SLA .

Stella5
Kilo Contributor

‎09-02-2016 07:27 PM

I am making schedule floating ,so how it will be affecting my SLA .

Suppose my schdule is 8 to 5 working days   and floating .My SLA Duration is 12 hrs and from US Receiving ticket at 9 p.m.

So in india resolver tem is sitting ,so what will be start of the ticket .

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fredi_fr
ServiceNow Employee
ServiceNow Employee

‎09-03-2016 09:43 AM

Hi Stela,


Here's a link to an example of how to define a schedule for SLA. It also recommends (at the bottom of the page) that you should create a schedule per location.



Defining a Schedule for an SLA - ServiceNow Wiki



Hope it helps


Guillermo


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Stella5
Kilo Contributor
In response to fredi_fr

‎09-03-2016 07:19 PM

If i am making schedule floating ,what will be the impact on SLA .


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fredi_fr
ServiceNow Employee
ServiceNow Employee

‎09-04-2016 03:37 AM

The starting time of the ticket will always be displayed in the user's timezone (if the user has no timezone specified, then the system's timezone).



From Helsinki, when creating an SLA definition, you can specified the timezone source (see wiki page Timezones in SLAs ) and the breach time will be calculated based on that. So, how the schedule will impact on SLA, it really depends on how you configure the SLA definition.