SLA Clock
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05-14-2025 06:55 AM
A manager was asking me if the SLA clock stops at midnight. I wasn't too sure of an answer.
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05-14-2025 07:00 AM
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...
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05-14-2025 07:02 AM
yes and No both, It depend on schedule. is it 24*7 or 8-5
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Dr. Atul G. - Learn N Grow Together
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05-14-2025 07:22 AM
You can define your own schedule. ex. your working hours
Set Schedule field with a record you created earlier.
Then, time outside the schedule is not calculated.
Thanks.
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05-14-2025 07:30 AM
SLAs can follow a schedule(eg working hours, exclude weekends etc) If nothing is mentioned then it will work 24hours