We have a team based in US and EU time zones, and dedicated support engineers (both in USA and in EU).
We are currently testing Jira Service Management for our Helpdesk team.
I would like to ask how to deal with time difference, so that US employees will be assigned to "US Calendar"(and US SLA's), and EU employees will be assigned to "EU Calendar" (and EU SLA's)?
Or maybe there are different advices/solutions available?
I created 2 calendars, created groups "eu-users" and "us-users", and used JQL expressions:
* project = ols AND reporter in membersOf(us-users)
* project = ols AND reporter in membersOf(eu-users)
Created 2 issues on behalf of "us-user" and "eu-user" --> and it's working as i wanted. SLA clock in 1 case is running, and SLA clock in another case is paused (due to out-of-working-hours-time in another location)
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