Floating Timezone Q/SLA Schedules

adamrauh
Kilo Expert

‎01-29-2015 11:48 AM

Hey guys,

Wanting some clarification before defining SLA/schedules.

We have (4) main queues located in various locations (timezone EST, timezone CST, London, Singapore).   If we wanted to use an 8-5 schedule for each, is there a way to create one central schedule (including child holidays?), that - using the floating timezone, would then count 8hr days based off the timezone of the queue the ticket was in (ex, Lvl2 US vs Lvl2 UK), or do we have to create an individual office schedule for each, and separate individual priority SLA levels for each office?

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gyedwab
Mega Guru

‎01-29-2015 12:33 PM

There's a property in the SLA Properties module called:



Use the following schedule (calendar) for SLA:




Which has the options:


  • The SLA definitions' schedule
  • The CI's schedule


And there's another property called:



Use the following time zone for SLA:




Which also gives you options on where to pull the time-zone from.



There's a few ways that you could get the behavior you want... one would be to align the SLA definitions with the schedule and timezone you want, another would be to ensure that the Task timezone matches the assignment group's timezone, and leverage that.



Those properties should let you do what you want, though.


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