Same SLA definition with country specific holidays exclusion.

Mirela Muncaciu · ‎02-14-2025

Hello community,

I have a request to implement country specific holidays exclusion for SLAs. I already have 20 SLA definitions and countries are from all over the Globe with different holidays to be excluded. Is there any other way to do this without multiplying the SLA definition for each country ?

Thank you!

Robbie · ‎02-14-2025

Hi @Mirela Muncaciu,

Thinking out loud, if you'd like to achieve this using the least amount of SLA's (and leveraging your existing SLA's), you should look into the following options.

Can you first however clarify as to what dictates which country specific region and schedule? Is it based on the ticket assignment groups region for example? Have you configured schedules for these groups? Or is it another factor/data point?

If the region and schedule is based off of meta data available in the record (such as assignment gorup), you can make this dynamic by selecting a "Ticket field" in the SLA "Schedule source" field which makes the SLA dynamic. Therefore you can have one SLA covering all the regions assuming that the schedules etc have been configured somewhere (Eg against each assignment group for example)

If that's not the case, other options include:

- Before business rule: Based on conditions such as the region etc you can set the required schedule in the SLA

- Condition type: This field (on the SLA table) is not on the standard OOB form but it can easily be configured to be displayed. Condition types allow you to control the start, pause, stop and cancel conditions via a script (Script include). This way you could script the conditions, and set the schedule.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.

  Thanks, Robbie

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Dr Atul G- LNG · ‎02-14-2025

Hi @Mirela Muncaciu

You need to add the child's schedule in the main SLA to keep track of holidays.

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Mirela Muncaciu · ‎02-14-2025

Yes, that is correct, but still the need to create the SLA definition separately for each country. I was wondering if there is any other way, because with this solution I need to create "20 SLA def" x "Y" Countries resulting hundreds of definitions to maintain--which is not feasible.

Dr Atul G- LNG · ‎02-14-2025

Yes, that is true because the SLA definition can be different for different countries/regions and so holidays as well.

You can check this link

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0758427#:~:text=After%20much%....

I am not 100% sure will this fit as again multiple conditions need to add.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Mirela Muncaciu · ‎02-14-2025

Yes, in that link is the recommended solution, but I am trying to find another 😅

Thank you!