how to configure SLA based on Assignee Group time zone. The SLA timer should run based on Assignee Group time zone. In remedy we can achieve this using Business Entity.

[kapilscs]

how to configure SLA based on Assignee Group time zone. The SLA timer should run based on Assignee Group time zone. Also it needs to be dynamic as Assignee Group for an Incident may change hence SLA timer should also adjust according to new timezone. In remedy we can achieve this using Business Entity. Appreciate any help.

Regards

Kapil Shinde

[anjalichoudhary]

Hi Kapil,

You can achieve this by creating different SLA for different timezones. Suppose you have Assignment group A working in Timezone A and Assignment group B working in Timezone B, then for this you have to create two different SLA's and in Timezone select the timezone of the particular assignment group and in start condition of SLA mention when Assignment Group is A.

This link will help you to understand more!!

SLA schedule and timezone depending on Service

Regards,

Anjali

[kapilscs]

Thank you Anjali for the quick response. Let me take this solution to my architect, will let you know for any further queries on this.

Regards

Kapil Shinde