SLA Schedule Configuration with Assignee's Time Zone and Regional Working Hours

[Subalakshmi P2]

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.

[ajmalmuhamm]

Hi @Subalakshmi P2 ,

The Time Zone Source and the Schedule Source serve different purposes in SLA calculations.

• Time Zone Source determines the time zone in which the schedule is evaluated.
• Schedule Source determines which business schedule the SLA should use.

For your scenario, a scalable approach is to associate each support team (or user) with the appropriate business schedule.

For example:

• India Team → India Business Schedule (10:00 AM – 7:00 PM, Mon–Fri)
• Singapore Team → Singapore Business Schedule (9:00 AM – 6:00 PM, Mon–Fri)

Then configure the SLA Definition to use a dynamic Schedule Source. You can achieve this by:

1. Storing the appropriate schedule on the assigned user, assignment group, or another related record.
2. Creating a custom Schedule Source that returns the schedule associated with the current assignee (or assignment group).
3. Keeping the Time Zone Source as the assignee's time zone so the selected schedule is evaluated in the correct time zone.

This approach is scalable because when you onboard new regions, you only need to create a new business schedule and associate it with the relevant users or groups—no changes to the SLA definition are required.

If users within the same assignment group follow different working hours, storing the schedule directly on the User record is generally the better option. If everyone in a group shares the same working hours, storing the schedule on the Assignment Group is simpler to maintain.

[Mark Manders]

That requirement sounds like a weird one. An SLA is an agreement a company has with another party to set expectations on how much time they are allowed to spend to restore a service/deliver something. 

Your requirement means that a ticket that should be resolved within 6 hours, can take double or even triple time when it's assigned to someone a couple of time zones away. 

Fight the requirement, because it really doesn't seem like it's a true SLA requirement. The work schedule of the person working on a ticket should not define the duration of a ticket. 

[Tanushree Maiti]

Hi @Subalakshmi P2 

1) Create Individual Schedules :Create specific cmn_schedule calendars for each team’s localized working hours:

• India Team Schedule: 10:00 AM – 7:00 PM (Mon–Fri), Time Zone: Asia/Kolkata
• Singapore Team Schedule: 9:00 AM – 6:00 PM (Mon–Fri), Time Zone: Asia/Singapore

2) Configure caller timezone in  the SLA Definition

 Adding Custom "Timezone source" in SLA Definition

Service Level Agreements: Business Hours, Schedules & Time Zones