SLA Schedules Timezones?

cmacfadyen
Kilo Contributor

‎07-23-2015 07:42 AM


In setting the SLA Schedule Timezones, if you use EST do all the folks who would fall under that need to use EST in their profile for it to take effect?   For instance if someone uses US/Eastern and someone else Canada/Eastern   will the schedule defined to use timezone EST apply?

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cmacfadyen
Kilo Contributor

‎07-30-2015 05:51 AM


Also, one other point.   If you have folks in different timezone, what time zone should you use for the SLA setting, ie:   Support folks in EST, IST, GMT.     The system runs in UK.   Should we set the SLA timezone to GMT or should we create separate SLA's or Schedules based on Time zones?


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JJ1
Kilo Guru
In response to cmacfadyen

‎07-30-2015 11:27 PM

Check this,


http://wiki.servicenow.com/index.php?title=Using_Time_Zones#gsc.tab=0




There are options to use callers time zone or time zone defined in SLA


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cmacfadyen
Kilo Contributor
In response to JJ1

‎07-31-2015 07:03 AM

Here is the issue.   We are a global organization with support teams around the globe.  


  1. We have some groups that follow the sun, that would fit for setting an SLA for all those as 24/7 and for the SLA would it make sense that timezone in the SLA be configured for GMT?   See Image: SLATimeZone.gif
  2. Then we have support groups who work thier workday for different regions.   Do we set up SLA by Region to accomodate those?   And how do we account for Holidays that affect working weeks?
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