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Description

Breach time is not calculated as per the schedule defined on the SLA instead it is considering default 24/7 schedule

Release or Environment

London, Madrid

Cause

The "task_sla" record and "schedule" are configured in different domains. Hence the "task_sla" record was not able to access the schedule, for this reason, the SLA is using a default schedule which is 24/7

Resolution

To resolve this, Please configure the schedule on the same domain on which "task_sla" record will be created. In other words, "task_sla" record needs the visibility of the schedule that is defined on the SLA definition. Please refer below doc for more details.

https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/time/concept/domain-support-for-schedules.html

Article Information

Last Updated:2019-09-30 09:09:08
Published:2019-09-30