Time zone Question

emrn_2007
Tera Contributor

‎01-02-2024 05:23 AM

Hi, 

I am configuring an SLA, the client is in Europe and the company is in the UK that will take the incident and troubleshoot etc. How would this work at the moment the SLA is based on Callers time zone, do I have to update the SLA to match Europe time? the SLA will be usual 9 - 5 in the UK. 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-02-2024 05:34 AM

Hi @emrn_2007 

 

The SLA time zone need to defined here

 

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Chaitanya naram
Kilo Sage

‎01-02-2024 05:35 AM

Hi@emrn_2007 

It's completely based on your business requirement. Generally, as you already know, that the sla will be used to track the time taken by the fulfiller/engineer to work on the issue.

If your engineer working in UK timezone and you would like to track the effort and sow in such a way that the issues will be resolved within stipulated time defined in the engineers working timezone, you can keep the timezone to UK only.

If your client is asking to change it to some other time zone like user timezone or client location timezone, you can do so.

 

 

Thanks & Regards | Chiranjeevi Chaitanya Naram
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