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]

if you have any further question please let us know.

you can mark the answer correct and close this thread.

[catarinapereira]

Hello Michael,

Were you able to reach any conclusions on this? I believe I'm facing the same issue.

I've set up an SLA like this:

I've realized that regardless of the timezone set in the SLA definition, the generated sla task field "start_time" is set to whatever the time is. Shouldn't it take the value of the next available period according to the timezone set in the SLA definition?

Thank you in advance.

[Michael M1]

Here is what I learned:

Timezone on Schedule overrides the timezone set on SLA definition. If there is a time zone set on the schedule, there is no need to specify a time zone on the SLA Definition.

I would leave the timezone floating on schedule and instead set the timezone on SLA's directly to avoid any confusion.