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ITIL Service Level Management
Service Level Agreements Getting Started with SLAs Defining an SLA Creating an SLA Workflow Defining a Schedule for an SLA Defining Service Levels for Catalog Fulfillment Reporting on SLAs Modifying SLA Condition Rules SLA Contract Add-on Defining a Service Contract
Related Topics
Introduction to Tasks Task Administration Workflow Approvals and Assignments Scripting Approvals and Assignments Service Portfolio Management - SLA Commitments

Functionality described here requires the Admin role.

Functionality described here requires the Service Level Agreements (SLA) Plugin plugin.

1 Overview

When using the SLA Plugin, it is possible to set the SLA to a schedule so that the SLA timers only track time during set hours. The schedules available out-of-box are 8-5 Weekdays and 8-5 Weekdays Excluding Holidays. To define more accurate hours, it is necessary to define a new schedule.

The following example will demonstrate how to define a schedule for an SLA based on the working hours of the Database group, which in this example work Monday - Thursday from Noon to 5 PM.

2 Defining a Schedule for an SLA

To define a schedule for an SLA:

1. Navigate to System Scheduler > Schedules and click New.
2. Name the new Schedule Database Working Hours, and specify the Time Zone as US Pacific, where the example Database Group is located. It is very important to note that if you have a Schedule in this SLA, then you must specify a Timezone or set the system to look at the caller's Timezone (under SLA Preferences module). Furthermore, the application treats the System Timezone as having no Timezone defined, therefore you must explicitly select a Timezone.
3. Right click the top header bar and click save.

   

4. The Schedule Entries related list should now be visible. Click New.
5. Name the schedule entry Database Working Hours.
6. Set the date to the next Monday, and the hours from 12:00:00 to 17:00:00.
   
7. Set the Repeats field to Weekly.
8. Check off Monday, Tuesday, Wednesday, and Thursday.

   

9. Update.

The completed schedule will look like this:

Now, any SLA defined to use this schedule will only track time from Noon to 5 PM each day, in the US Pacific time zone.