Sla Configuration Based on affected users location time zone?

[suresh40]

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 :

[M Iftikhar]

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
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