SLA should create based on the assignment group's time zone

suryaprakash123
Tera Expert

‎10-05-2023 09:02 AM

Dear Team,

 

I am trying to create SLA based on assignment group's timezone, I have done following,

 

1. Created a choice 'The assignment timezone 'under 'Timezone Source' field. PFA,

 

suryaprakash123_0-1696520973939.png

2. Added 22 and 23 line in the 'SLATimezone' script include :

 

            case 'task.assignment_group.u_timezone':
            return taskGr.assignment_group.u_time_zone;
 

suryaprakash123_1-1696521201377.png

 

3. Added a new 'time zone' field on the group table.

 

If I am trying to create an incident with particular groups(which contains US/Eastern time zone), SLA was attached to it as IST time zone which is not correct as mentioned in the group. Kindly help me on this.

 

suryaprakash123_2-1696521535393.png

 

Thank you.

 

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Abbas_5
Tera Sage
Tera Sage

‎10-07-2023 02:16 AM - edited ‎10-07-2023 02:17 AM

Hello @suryaprakash123 ,

Ideally, the SLA should be calculated based on the Assignee's timezone because the resolution needs to be done by the Assignee and some members are working in EST hours & some are working in IST hours. Going with the default Timezone source may not work in this scenario. Could you create a custom source for it SLA Timezone.

Please refer to the below link:
https://www.servicenow.com/community/itsm-articles/adding-custom-quot-timezone-source-quot-in-sla-de....

 

If it is helpful, please mark it as helpful.

Thanks & Regards,
Abbas

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