Hi All,
We are configuring SLA's based on incident Creator's time zone for. My understanding is that we can create SLA definition and we can set the schedule as requestor's timezone.
If this configuration is fine, let me know how the system knows which schedule an user is under and which timezone an user is.
Regards,
Suresh
Hi Suresh,
My very first question will be, How many such requestors(having different timezones) are there? And on what basis are you attaching SLA's to Incident(s)?
As far as I know, there isn't anything where you can create a schedule for Requestor's Timezone (on Dynamic basis). So, if you badly want this to happen then you will have to do some Permutations on Schedules.
I can suggest you though 1 thing, create a Parent Schedule and use Reference by tab where, you can reference to the Parent Schedule and also define Timezone. Please find below link for the same:
Hope this woks!
Please mark my answer as Correct/helpful in case that worked.
Regards,
Vishrut
Hi Suresh,
If you are talking about just this one instance, where you have to attach an SLA based on Indian timezone, then the process will be simple.
You first have to create a Parent Schedule in cmn_schedule table. Then you will have to create schedule entry (in cmn_schedule_span table) mentioning proper Indian Time-zone, along with Child Schedules (mentioning all Indian Public holidays), and that will work for you.
But, in case where you are asking for different SLA's for different Requestors, then you will have to use another tab present on cmn_schedule table called, referenced by. So, by creating a record in this tab, it will ask you for Parent field, which is referenced to all the Parent Schedules created.
So, you can create different Referenced by records, with different Time-zones pointing pointing towards a single Parent schedule.
Hope you understood my rough idea given above.
Please mark my answer as Correct/Helpful if that helped you.
Thanks,
Vishrut
