SLA

Nafisa Zaman
Tera Contributor

‎10-04-2023 07:13 AM

How to automate SLA clock in such a way that it gets automatically resume & pause on the basis of store’s trading hours which could be extracted from Store Opening Times field from SNOW.

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Tony Chatfield1
Kilo Patron

‎10-04-2023 12:50 PM

Hi, OOB SLA definition allows you to configure an SLA to reference a schedule from a field/reference on the task the SLA is running against.
Based on your post I would suggest mapping your store opening hours to 'schedules',
Define a schedule (servicenow.com)
Adding the schedule to the location or cmdb_ci record that is being used to identify the 'Store'.
The stores hours are then applied to the task_sla via the fields referenced in the task.
For this to function correctly you will also need to ensure that you are referencing the SLA time-zone in a similar manner.

Create an SLA definition (servicenow.com)

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