Configuring SLA for different time zones

[Russ White]

Hello,

I am trying to set up SLAs for our support project in Jira Service Management, but am trying to figure out the best way to configure this as we have a global support desk (NA, EU, JP). I would like for the SLAs to be based on the region of when the case arrived in our queue.

I had a look at another thread, which was short, but said that I had to know what geographical regions the case was submitted from. Is that something that can be configured in OOTB JSM or is that something that would have to be customized?

https://community.atlassian.com/t5/Jira-questions/How-do-I-configure-SLA-goals-for-clients-who-have-different/qaq-p/453040 

Thanks for your input!

[Mikael Sandberg · Accepted solution]

Hi @Russ White,

Welcome to Atlassian Community!

To get the geographical region the request was coming from, if your customers are internal you could do this by using groups. If your customers are external you would have to do this based on the organization they belong to.

We don't use if for SLAs yet, probably something that is coming down the road, but we do use the groups to determine in what region the user is located in and then have a custom field that sets the value based on the group via automation.

[Russ White]

Thank you @Mikael Sandberg

I will take a look into configuring groups with our Administrator and see if that is something that we can work with. Our customers are external to us, and I've created a custom field so that we can track the region from where the case comes from, but that is something that needs to be manually entered at this time. It would be good to have that value automatically defaulted once the case is entered.

[Mikael Sandberg]

Since your customers are external the group would not work, unless your customers also have an Atlassian account on your instance. There is a request to be able to add properties to customers, see JSDCLOUD-1239, and it looks like Atlassian is looking for feedback on use cases for it.

[Mikael Sandberg]

And it looks like there is an app that would solve this for you mentioned in the comments of that request, Customer Details for Jira Service Management