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Set SLA TimeZone as Asia/Kuala_Lumpur. My instance timezone is Europe/Berlin

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Amrutha K V
Tera Contributor

a month ago

Hi Team,

I wanted to set SLA Timezone as Asia/Kuala_Lumpur.
My instance timezone is Europe/Berlin.
Is it possible ? 

I tried by changing SLA Timezone to Asia/Kuala_Lumpur.
But still it is showing Europe/Berlin timezone.

Please help.

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Amrutha K V

a month ago

Hi @Amrutha K V The elapsed time shown in the first screenshot is correct based on your SLA schedule, which is 8:30 AM to 5:30 PM.

I believe you are checking it after 5:30 PM, which is why it shows 16 hours — it's counting time outside of business hours as well.

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Amrutha K V
Tera Contributor
In response to Dr Atul G- LNG

a month ago

Hi Dr Atul,

Adding the screenshot here,

AmruthaKV_0-1758621057696.png


AmruthaKV_2-1758621173977.png

 

Can you please help. 

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Amrutha K V

a month ago

Hi @Amrutha K V The elapsed time shown in the first screenshot is correct based on your SLA schedule, which is 8:30 AM to 5:30 PM.

I believe you are checking it after 5:30 PM, which is why it shows 16 hours — it's counting time outside of business hours as well.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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