Need SLAs to be active per location's timezone on the incident

[kevinfrost471]

We have a global client where we need SLAs to be based on their locations time zone.     For example:

At the moment we have a one P3 Resolution SLA of 1 day that uses a schedule of 8 - 5 weekdays and the timezone on the SLA definition is (System)/US Eastern)

What we need now is that same SLA for a location for example in London.     However it needs to be running for 8 - 5 in London no the Eastern US.  

We also need to see what incidents' SLAs are actually running.     For instance in a list of incidents for this client I need to see when I look at the list at 4 am that the SLAs on the London incidents are ticking away and the ones for the the Eastern US are stopped.     And then once 8 am EST hits the Eastern us one starts ticking away and then at 12 noon EST - London stops.

I am thinking that I add the timezone field to the location records.     And build new P3 SLAs per timezone and add a condition to the SLA somehow to use the locations timezone.   Such as if the location is in the London time zone P3 Resolution - LON gets attached basedon a condition of location.time_zone is LON.    

Or is there a way that the system handles this by default or in a simpler manner?

[Carl Fransen1 · Accepted solution]

Hi Kevin,

One of the options inside the SLA definition is to run the timezone based on the callers timzone (or the callers location if you prefer that).  

This worked great for us as the SLA definition uses the timezone form the caller to drive the schedule.

Hope this helps.

Cheers

Carl.

[kevinfrost471]

Hi Carl!

Did you set this in the system property?   I am thinking of using that proprrty but chosing the Task Locations Time Zone option.       Also do you know how I could do this for a specific client?   Would I have to create SLAs for that client with a condition of company is CLient X and then in my other ones put a condition of Client is Not Client X?

Kevin

[Carl Fransen1]

HI Kevin,

The system properties just has your main timezone, generally where the main customer is based, or the head offfice etc...

The Schedule needs to be setup with a 'floating' timezone and then you can use the 'tasks location time zone' to run it - although this would require your tasks locations will all need to have a timezone associate with it, otherwise the SLA will not be run.

You will need to create SLA definitions for specific clients, if needed, although if you're using the exact same schedules for each client it doesn't matter too much as the timezone is taken from the task location.   The main issue we had was different holidays and this then required separate schedules to be setup, even for the same times - like 8-5 (with child schedules for the specific holidays) and then we needed to include these into the SLA conditions to ensure the right SLA was triggered - with the right schedule attached.

Cheers

Carl.

[kevinfrost471]

Carl,

Sorry I was talking about the SLA properties.     Ok I see the floating time zone on the schedule.     However I also have time zone on my SLA definition under the schedule field and that is set to (System/US Eastern) - should I remove that field from my SLA definitiion so it picks up the time zone of the schedule which would be floating and would reference the SLA Property of "tasks location time zone"?

Thank you for all the help!

Kevin