Regarding the SLA schedule and Time zones

[Srinivasu2]

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

[Community Alums]

Hi @Srinivasu2 ,

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

[Community Alums]

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...