Can you set different timezones per customer? Will SLAs be recognised accordingly?

[pgolebiowski@tacitknowledge.com]

I am new to JSM and am setting up SLAs. I just realised that we have customers in different timezones. Is it possible to set this per customer? I want to make sure that the SLAs apply correctly for that customer (e.g. 9AM - 5PM local time)

Thanks

Paul

[Samuel Gatica _ServiceRocket_]

Hi pgolebiowski@tacitknowledge.com 

Welcome to the community!

Can you set different time zones per customer? Yes, each user can set up their preferred timezone. To Change your timezone, go to Account preferences 

Will SLAs be recognized accordingly? No, each SLA is associated with a Calendar with a fixed timezone.

Workaround: You can create various Calendars based on the Location and choose the timezone for managing the SLA with a Custom field. You'll find more details in the documentation: SLA configurations for different Time zones with Custom Fields in Jira Cloud 

Hope this helps!

Best regards

Sam

[Olha Yevdokymova_SaaSJet]

Hi pgolebiowski@tacitknowledge.com 

If you are okay using add-on, you can try SLA Time and Report for Jira Cloud add-on, which simplifies SLA managing in Jira and JSM.

Steps to Configure SLA for Multiple Teams Across Time Zones:

1. Create a Custom Calendar for Each Team:

With SLA Time and Report for Jira Cloud, you can create separate work schedules for each team based on their local time zone, ensuring accurate SLA tracking.

• Go to SLA Time and Report Settings > Calendars.
• Click Create Calendar and set a name (e.g., "USA - Los Angeles").
• Select the appropriate time zone (e.g., Los Angeles, USA) and configure the work hours (e.g., 9 AM to 5 PM).
• Save the calendar.
• Repeat the process for each team (e.g., Lisbon for Portugal, Cairo for Egypt, and Melbourne for Australia).

2. Assign Calendars to SLAs:

Once you’ve created the calendars, you can assign them to the relevant SLAs, ensuring that each team’s SLA is calculated according to their local time zone.

• Go to SLA Configurations in SLA Time and Report for Jira Cloud.
• Choose or create an SLA for each team and assign the corresponding calendar (e.g., the USA team will use the Los Angeles calendar).
• This ensures SLAs are calculated during each team’s working hours only.

3. Use Custom Fields to Further Customize SLA Conditions:

If you want to track SLAs based on different team locations, you can create a custom Location field and use it in the SLA start/stop conditions.

• Go to Jira Settings > Custom Fields and create a Location field.
• Assign values like "USA", "Portugal", "Egypt", and "Australia".
• Use this field in your SLA conditions to start and stop the SLA timer based on the team location.

For more info about setups, you can refer to the SLA Time and Report add-on documentation.

Let me know if you need any further assistance!