Hi Community,
We have a requirement where SLA calculations should be based on the Assignee's time zone. To achieve this, we created a custom Time Zone Source = Assignee's Time Zone, which retrieves the time zone from the assigned user's record.
However, our support teams work in different regions with different business hours:
India Team: 10:00 AM – 7:00 PM (Mon–Fri)
Singapore Team: 9:00 AM – 6:00 PM (Mon–Fri)
How should the SLA Schedule and Schedule Source be configured when different assignees have different working hours?
What is the recommended approach to dynamically select the correct schedule for the assignee ?
We are looking for a scalable solution that supports multiple regions with different business hours while ensuring SLA calculations are performed according to the assigned user's working schedule.
Thank you in advance for your guidance.
