We have customers in three different time zones, GMT+00:00, GMT-04:00 and GMT+09:00.
What would be the best practice to set up SLAs for customers based on these three different regions?
The first thing to check is that you have a way of distinguishing which customers, or more accurately which issues, relate to which timezone.
Once you can identify them in this way you can then use different calendars for each set of issues based on the JQL you have used to define which relate to which timezone.
I did write a few years ago on using different SLAs for different timezones which is loosely related to this (it shows how you can define different SLAs for different times of the year) https://www.adaptavist.com/blog/handling-daylight-saving-changes-in-jira-service-desk
Hope this points you in the right direction to solve your challenge.
One thought that might help you in identifying the timezone of your user is to look at the API for the user /rest/api/2/user and store this timezone information away in your ticket using one of the automation tools. You can use a hidden field to hold this information.
You could then set your automation up to correctly attribute a timezone to each ticket on creation.
Note however that if a user has not updated their preferences they will get the system default timezone.
Hope this helps
Many thanks, @Phill Fox
As we are considering opening tickets via email as well as the portal, I'm not sure it's possible to have this information linked to a ticket.
As we currently have a customer database, I'm thinking about creating a dynamic field (eg region) in "Organizations" to define where the customer is based.
I only need to define 3 different time zones as follows:
EU - For customers in Europe
US - For customers in America
APAC - For customers in Asia and the Middle East.
As I have this information defined by the customer, I can use the information in this field + the priority to define a calendar to be used in the SLA.
JQL: Priority = High AND (region)
Use: 10-16 weekday calendar - US
Is it possible?
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