SLA TimeZone and Schedule Implications

[Michael M1]

I am creating several SLA/OLAs. My instance TimeZone is set to GMT. 

I have a global servicedesk scenario where users can be in any given Timezone. However, the support teams are only measured against SLAs for where they operate. So for example, if the SAP team is in Germany, they are only required to respond 9-6 in Berlin time, regardless of the user/requestor's TZ.

So I have a schedule created for 9-6 CET Weekdays and I reference it as the Schedule Source in my SLA Definition. (see attached)...

What should the Timezone source be in this case?

I chose SLA Definition time zone and then Timezone = GMT. 

Should Timezone = CET? Should I use Source = Caller's TZ ?

How does the source, definition tz, and selected timezone work for calculating the elapsed SLA time?

Thanks

[Harsh Vardhan]

You can specify the geographical time zone that is used for schedule calculation.

Specify the time zone source to be used when creating task SLAs. You can select one of the following options:

• The caller's timezone: If this option is selected and the caller has not selected a time zone, then the system time zone is used.
• The SLA definition's timezone: If the The SLA definition's timezone option is selected, the Timezone list appears.
  • Timezone: Specify a time zone for the SLA. The time zone can be the system time zone or active standard geographical time zones.
• The CI location's timezone
• The task location's timezone
• The callers' location's timezone

Note: If you select a time zone source other than the The SLA definition's timezone and the time zone derived from the time zone source is empty, the system time zone is used.

[Michael M1]

So in my above scenario, what should I choose?

What are the implications of choosing the incorrect thing?

I understand that the source scheduled is used to determine the SLA timer - I just dont understand what the TZ source is for...

[Harsh Vardhan]

if you have global service-desk which works on different different time zone then you can select caller time zone.

adding one thread here, which will help you.

https://community.servicenow.com/community?id=community_question&sys_id=c6ef32eddb58dbc01dcaf3231f96...

[Michael M1]

So in my case I had schedules which had a TZ defined - this will override whatever is in the TZ source selection.

I decided to go with all Floating schedules and then select SLA Defnition TZ and choose the support group's TZ (e.g. Europe/Berlin in my case).