SLA's Based on User's Location Business Hours(9 to 18)

[Esha5]

Hi All,

I want to trigger SLA based on User's location timezone. Below is how my instance is configured for Incident Table.

I have a Reference Field where i'll select user and submit the incident. Based on User's Location Business Hour's SLA's should trigger.

I have created a Schedule from 09 - 18 Hrs and made time zone as floating.

But here user Time Zone is not getting passed, users time zone every time its tacking is GMT while SLA's are triggering which has a dependency over Schedule time.

I need users locations time zone based caller location in the incident form, Guide me if i'm doing wrong.

Thanks In advance.

[Maik Skoddow]

Hi

what about

There is already a respective configuration available.

Kind regards
Maik

[Esha5]

Hi thank you for response,

schedule type is floating.

but when sla attached to incident every time it's taking GMT time zone  but i need users location time zone

[Maik Skoddow]

This can have various reasons and with more details it is difficult for me to identify the problem:

As a first consideration: On page https://docs.servicenow.com/bundle/rome-it-service-management/page/product/service-level-management/... you will find the following statement:

If you select a time zone source other than the SLA definition's timezone and the time zone derived from the time zone source is empty, the system time zone is used.

To my mind, this applies to your situation. Therefore check whether the caller has a location and then check whether the chosen location has a timezone (in my PDI none of the locations have a timezone!):

Kind regards
Maik

[Maik Skoddow]

Hi @Esha 

Thank you for marking my response as helpful.

If my response helped you please mark it correct to close the question so that it benefits future readers as well.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik