SLA multiple time zones

[Peter Aldana]

I am curious, has anyone set up multiple time zones for SLA?

We are a global company. I am new to using Jira. ITSM 

Do we set up the time zone in every queue depending on their location?

[Alina Kurinna _SaaSJet_]

Hi @Peter Aldana!

If you're dealing with SLAs across multiple time zones, this can be challenging in Jira Service Management's native setup. However, I recommend using the SLA Time and Report for Jira add-on, developed by my team, which makes configuring SLAs for teams in different time zones much easier and more flexible.

With SLA Time and Report, you can configure SLAs for teams working across various continents or time zones, such as the USA, Portugal, Egypt, and Australia. Here's how to set it up:

1. Define separate SLA calendars for each time zone:

   • Navigate to the SLA Time and Report settings and create individual calendars for your teams' time zones.
   • Specify the working hours and holidays relevant to each team’s location.

2. Assign calendars to SLAs:

   • When creating an SLA configuration, assign the appropriate calendar based on the issue’s team, project, or custom field.

3. Customize start, pause, and stop conditions:

   • Configure SLA rules to fit each team's specific workflows, ensuring SLAs align with their local time zones.

4. Monitor and report by time zone:

   • Use the built-in reporting and SLA Grid to analyze SLA performance across different time zones in one place.

To explore the setup in detail, you can check out our documentation. You also have the opportunity to try our add-on for a 30-day trial to see if it meets all your needs. If you have any questions, feel free to reach out!

[Mark Higgins]

Hi @Peter Aldana 

This may help.

https://www.howtojira.com/2022/05/how-to-setup-jira-slas-for-global-teams.html

Cheers

Mark

[Peter Aldana]

Thank you for that mark. I was reading this over and its very helpful. 

One thing I did notice is our SLA looks a bit different. We dont have the option select the issues to display to map it to the location 

Is that a setting or something i can add?

[Mark Higgins]

Hi @Peter Aldana 

I believe that is a custom field for the person who wrote the article.

Do you have a custom field built that would allow you to assign the 'Region' to the ticket upon create?

You can use that in the same way the example is using location.

Cheers

M

[Peter Aldana]

[Peter Aldana]

We do have a custom field in place and we have created a queue for each region

[Mark Higgins]

Hi @Peter Aldana 

Did you solve your challenge, using that field in your SLAs?

M

[Peter Aldana]

It did not solve yet, for some reason I am not able to find that field after adding the dropdowns

[Mark Higgins]

Hi @Peter Aldana 

Ok, I'll have a play around in my test system.

Cheers

M

[Peter Aldana]

---

[Peter Aldana]

Its odd because I am in the PST so its 2/3/2024 but it shows our SG office time zone