I want to configure different SLA goals for clients at different geographical locations around the world. They are in different time zones, different working days and different set of holidays.What is the best way to set their SLA goals?
In order to do this you need to be able to identify which geographical region each issue is associated with.
Once you have this information stored about each issue you can then build your SLAs around each region and with different calendars to cope with regions/holidays etc.
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