SLA Clock

athavichith
Kilo Sage

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

5 REPLIES 5

BrianProvencher
Giga Guru

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
Tera Patron
Tera Patron

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

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shun6
Giga Sage

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.

shun6_0-1747232176881.png

 

Create an SLA definition

 

Thanks.

Anurag Tripathi
Mega Patron
Mega Patron

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

-Anurag