SLA Clock

[athavichith]

A manager was asking me if the SLA clock stops at midnight. I wasn't too sure of an answer. 

[BrianProvencher]

It depends on the Schedule source, I believe. Check the documentation here: https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/service-level-man...

[Dr Atul G- LNG]

yes and No both, It depend on schedule. is it 24*7 or 8-5 

[shun6]

You can define your own schedule.  ex. your working hours

Define a schedule

Set Schedule field with a record you created earlier.

Then, time outside the schedule is not calculated.

Create an SLA definition

Thanks.

[Anurag Tripathi]

SLAs can follow a schedule(eg working hours, exclude weekends etc) If nothing is mentioned then it will work 24hours