SLA schedules - not working as intended
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3 weeks ago
I am not sure if maybe we are using this wrong or thinking about it incorrectly but we have been trying to use SLA schedules on our HR tickets and it. We are using the out of the box ones that are Mon - Fri 8-5 no weekends and excludes holidays and no matter what time frame we put in, example is 3 days, it always seems to come up with some other arbitrary number.
So what we were trying to accomplish is having SLA messages get sent on tickets that have been left over for 3 days and 10 days but it just doesn't work.
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3 weeks ago
Hi @bigbacon ,
You just need to created schedule as per user requirement and include in your definition.
Chandan
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3 weeks ago - last edited 3 weeks ago
Hi @bigbacon ,
There can be a scenario where Holiday settings aren’t linked or flagged correctly, the parent schedule needs to include holiday schedules, and those holidays must be marked Excluded....To ensure that SLAs properly pause during holidays, the parent schedule (e.g., “8 AM–5 PM on weekdays”) must include your holiday schedule. Each holiday entry must be explicitly marked as Excluded. If this setup isn’t configured accurately, the SLA engine may ignore holidays entirely and continue counting as if they were normal business hours.
There can be a diff scenario If no schedule is attached at all, ServiceNow defaults to a 24×7 hours, ignoring all business hour logic, weekends, and holidays.
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6 hours ago
The issue is well stated above. The SLA timeframes are IGNORED regardless of what we put in there. If we make the 8-5 M-F + exclude holidays and we want 3 days for example, it just doesn't work. Change it to say 10 days, it comes up with some arbitrary number and doesn't function.
