@shashanksha
Update the SLA Definition
- Navigate to Service Level Management > SLA Definitions.
- Open the relevant SLA.
- Ensure "Time Zone Source" is set correctly.
2. Use the Submitter's Time Zone Instead of System Time Zone
- Add a Business Rule or Scripted Field on the incident table to fetch the submitter’s time zone dynamically.
Script Example (Business Rule on incident Table - Before Insert/Update)
var userGR = new GlideRecord('sys_user');
if (userGR.get(current.opened_by)) {
current.u_submitter_time_zone = userGR.time_zone; // Store user's time zone in a custom field
}
- Add a custom field u_submitter_time_zone to store the user's time zone.
- This value will be referenced when calculating SLAs.
Adjust SLA Timing Based on the Submitter’s Time Zone
- Modify the SLA Start Condition in Task SLA:
- Use a Scripted Start Condition to apply the correct time zone.
Script Example (SLA Start Condition)
var submitterTimeZone = current.u_submitter_time_zone || 'US/Eastern'; // Default to EST if not set
var slaStart = new GlideDateTime();
slaStart.setTZ(submitterTimeZone); // Set SLA start in user’s time zone
current.sla_start_time = slaStart;
Ensure the SLA schedule considers sla_start_time instead of server time.
Use a Dynamic Schedule for SLA Based on Time Zone
- Create Multiple SLA Schedules based on different time zones.
- Dynamically assign the correct schedule based on u_submitter_time_zone.
Script Example (Assign Schedule Dynamically in SLA)
var timeZone = current.u_submitter_time_zone;
if (timeZone == 'Asia/Kolkata') {
current.sla_schedule = 'India Business Hours';
} else if (timeZone == 'Europe/London') {
current.sla_schedule = 'UK Business Hours';
} else {
current.sla_schedule = 'US Business Hours'; // Default EST
}
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—
Shubham Jain
