How to setup SLA's so that they are tracked by the assigned agent's time zone?

Christopher Simonian

Is there a way to have SLA's tracked by the assigned agent's time zone?

At the moment, our company has about 3 different time zone's (more to come). What steps can we take to have an SLA tracked by the following: 

1. If ticket is "assigned" to an agent, have the SLA tracked only during that agent's timezone.

2. If the ticket is unassigned to a specific agent, have the ticket tracked by the customer's timezone. 

3. If the ticket is unassigned and the customer has no "specific" timezone set, have it only be tracked during the business hours of the available time zones. 

 

Any help on this would be greatly appreciated. As of now, we only seem to have an option to track during a specific time frame and the SLAs are coming out inaccurate. 

 

Fabian Lim

Hi @Christopher Simonian

This is a great question. 

The only way I could think of is by using a new single option customfield that tracks the timezone. e.g. Easter, Pactific, etc.

Then based on the selection when the ticket is assigned, you will have to create different Calendars that basically track based on the different timezones, but set them accordingly to the main Jira Timezone you are using. After you do that, then updates your SLAs based on timezone.  

Example:

- Main timezone is EST and working hours are 9AM-5PM (zone = EST)

- Ticket comes from Pacific , then working hours are 12PM-8PM (zone = PST)

I hope this makes sense.