Hi all,
I encountered this in my production instance. In ServiceNow SLA P3 resolution using 8-5 weekdays excluding holiday Out of the box.
When an incident created based on user timezone let's assume it's Central timezone at 5:00 A.M. on Christmas day 12-25-2024 it's supposed to breached at 5:00 P.M. on Friday 12-27-2024 but in my instance it's breached after 18 hours which is at 8:00 P.M. 12-26-2024, it ignore outside working hours and holiday.
Any suggestion on how should I fix this? Attached the said P3 resolution SLA I noticed Actual elapsed time and Business elapsed are the same which is weird
Thanks!
Hello!
Could you please check if the schedule has the holiday Child Schedules and Schedule Entries in the related list?
Kind Regards,
Nicole
Yes under company Holidays
