Want to configure SLA's based on Caller's Location Timezone

[SNOW46]

Hi All,

I have one requirement came up to configure both Response as well as Resolution SLA's for certain groups based in which time zone will be Caller's timezone.

But I am bit confused how the SLA will get calculated based on Caller' location time-zone. Will it get captured on Incident Form when it is assigned to those Groups. 

And how it is going to work as I have never configured SLA's based on Caller's Location Timezone.

Can anyone let me know on the same? As it is very urgent requirement for me to configure?

Thanks,

SNOW@Das

[Akash4]

Hello,

The SLA Definition in your context has two parts (apart from basic start, stop and pause conditions): 

1. The SLA Schedule which runs on particular schedule days and timing, example: 8-5 weekdays excluding holidays

2 Secondly, selecting the above schedule will return Timezone Source where we can choose options 'caller location timezone', 'CI location timezone' or the default 'SLA Def timezone' etc.

You may raise few incidents and analyse the pattern which helps you understand the scenarios well.

Thanks, Akash