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Defining a Schedule for an SLA

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ITIL Service Level Management
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1 Overview

Use schedules with SLAs to specify which hours the SLA timers should run and which time periods, like weekends and holidays, that the SLA timers should pause.

2 Defining a Schedule for an SLA

The following example demonstrates how to define a schedule for an SLA based on the working hours of the Database group, which in this example work Monday to Thursday from noon to 5 PM. To define a schedule for an SLA:

  1. Navigate to Service Level Management > Administration > SLA Properties.
  2. For the Use the following schedule (calendar) for SLA (com.snc.sla.schedule.source) property, select The SLA definition's schedule. You could select The CI's schedule to always use the schedules associated with configuration items, but this example uses the schedules associated with the SLA definition.
  3. Click Save.
  4. Navigate to System Scheduler > Schedules and click New.
  5. 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.
  6. Right click the top header bar and click save.
  7. The Schedule Entries related list should now be visible. Click New.
  8. Name the schedule entry Database Working Hours.
  9. Set the date to the next Monday, and the hours from 12:00:00 to 17:00:00.
  10. Set the Repeats field to Weekly.
  11. Select Monday, Tuesday, Wednesday, and Thursday.
  12. Click Update.
    The completed schedule looks like this:
    Completed schedule

    The timers for SLAs defined to use this schedule only track time from Noon to 5 PM each day in the US Pacific time zone.
  13. Navigate to Service Level Management > SLA Definitions and select the SLA to apply the schedule to.
  14. Select the schedule from the Schedule list and click Update.
Note
Note: If you have more than one location that handles tasks with SLAs, and each location has a different schedule, you must create an SLA definition for each location and specify the correct schedule for each definition. Then add a location condition for each SLA definition.
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