Regarding the SLA schedule and Time zones

Srinivasu2
Tera Contributor

‎12-14-2023 09:37 PM

Hi Community,

 

the client provided SLA schedule & time zones like as below

 

1 . Schedule :  09:00 to 18:00 - Business days (Monday to Friday) - Brazilian Time (which option can i select schedule filed) - 

 
2. I asked Timezone source is the SLA definition time zone, please provide the what is the Time zone, they replied to me Brazil time,
here can i select "caller's location time zone" or Select "SLA definition time zone" and in Time zone filed can i select Brazilia Time.
 
 
 
Thanks & Regards,
Srinivasu Sagiraju
 
 
 

 

 

 

 

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2 REPLIES 2

Community Alums
Not applicable

‎12-14-2023 10:33 PM

Hi @Srinivasu2 ,

You have to select "BRT" which is used for "Brazilian TimeZone" as per your requirement.

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Community Alums
Not applicable
In response to Community Alums

‎12-14-2023 10:39 PM

Hi @Srinivasu2 ,

Yet another Challenge for you would be using BRT as it's not avaialble OOTB, you need to add BRT timezone, please follow the steps mentioned in this article :

https://www.servicenow.com/community/itsm-articles/adding-custom-quot-timezone-source-quot-in-sla-de...

 

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