Assigning SLA Based on User Location with Different Time Zones (USA vs India)

[Raju04]

Hello Community,

I have a scenario where I need to assign an SLA for a single catalog item based on the user's location. Specifically:

• For users in the USA, the SLA should follow the US time zone.
• For users in India, the SLA should follow IST (Indian Standard Time).

What would be the best approach to implement this in ServiceNow? I am looking for a solution where:

1. The system can automatically detect the user's location.
2. The correct SLA is assigned based on the location.
3. The SLA's due date is calculated according to the respective time zone.

I would appreciate any insights on how to achieve this using SLAs, time zones, or business rules in ServiceNow.

Thanks in advance for your help!