Employee Work Location Differs from Work Hours

doormold
Tera Contributor

‎12-12-2023 04:43 PM

We have employees who live and physically work from India (or other parts of the world), but they work hours that coincide with their staff peers based in USA Central Time (example: 8:00 AM - 5:00 PM CT).

 

When one of these individuals opens an Incident, it gets routed to the after-hours or international support desk because of their work Location in ServiceNow (example: Mumbai, India) instead of the Global Service Desk which is staffed typical USA hours, 7:00 AM -6:00 PM CT, Monday-Friday.

 

Has anyone else had this issue? If so, how did you address it? Did you build a custom field, use an Outlook calendar integration, do something with the Location field and/or Time Zone field?

 

Any suggestions are greatly appreciated.

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Maik Skoddow
Tera Patron
Tera Patron

‎12-12-2023 09:06 PM

Hi @doormold 

at the moment, you are just describing the "as is" state and the consequences of work which is performed by distributed people. If you want to have synchronized the times for all individuals, they have to modify their timezone in their profiles accordingly. For example: Someone who is living in Mumbai/India has to set a USA based timezone in his profile. 

Maik

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