I need to understand how SLA clock works - we actually have Global Support in different regions. Now, if I configure SLA for 9-5 Calendar hours for a specific region say North America - users in India will always see SLA clock as paused and if do this reverse( set Calendar for India TZ) - users in USA will always see SLA clock as paused on issues assigned to them.
How JIRA SD has captured this requirement for companies having Global support and what your other customers are managing this. Please help with this on priority as this will be major issue while going live with JIRA SD.
Added screen capture of SLA screen.
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