Sla Configuration Based on affected users location time zone?

suresh40
Tera Contributor

‎09-17-2025 03:14 AM

Hi All,


I have created SLA, Based on affected users location time zone . we need trigger SLA. IN Timezone source i have added task.u_affected_user.location.time_zone, but still its not working. Please find the below. Please help me on this screenshot :

suresh40_0-1758104042282.png

 

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Community Alums
Not applicable

‎09-17-2025 04:30 AM

Hi Suresh,

This usually happens because the dot-walk path doesn’t always work directly in SLA conditions. Here’s what you can try:

  1. Verify the path:
    The time zone is on cmn_location, so u_affected_user.location.time_zone is correct, but it may not resolve in SLA definitions.

  2. Recommended workaround:

    • Create a new field on your task (e.g., u_affected_user_time_zone).

    • Use a Business Rule to populate it with current.u_affected_user.location.time_zone.

    • In the SLA definition, set the Time zone source to this new field.

  3. Check your data:
    Make sure the affected user has a location, and that location has a time zone defined.

This approach ensures the SLA always gets the correct time zone based on the user’s location.

Hope this helps!
Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

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