How to maintain holiday calendar for SLA

[anshul_jain25]

We have to configure SLA based on different timezones, so I guess for each and every timezone I have to create separate SLA.

Please correct me.

There is one more point we also have to configure Holiday calendar, so that SLA should not consider those holidays.

How we can maintain holiday calendar

[nayanawadhiya1]

If you configured TIME ZONE as floating in schedule then SLA will start capturing time according to user's profile timezone.

And if TIME ZONE is not floating when it will start capturing time according to selected timezone.

[anshul_jain25]

So tell me if i created 2 SLA with just different time zones 1. us 2. india

and if i raise a ticket from india than which SLA will be triggerred

[Anil74]

Hi Anshul,

I think you have add calendar field on your location form, then create two different calendars for US and India.

If the users raise the ticket based ob his/her location it will be trigger.

[nayanawadhiya1]

If the start condition of both SLA is same then both SLA will attached to the INC.

- first according to US timing.

- second indian time.

System looks START CONDITION for triggering SLA not SCHEDULE TIMEZONE.