Is it possible to set 1 timezone per queue on Service Desk?

Our company has teams using the JIRA Service Sesk located in different time zones and I would like to configure one timezone per queue so that the SLA is not affected on the queues that start after the set time zone.

Is this possible?

 

Thanks

Barbara

2 answers

Hi @Barbara dos Santos,

A queue is simply a collection of service requests validated using JQL. So long as your SLA's are using a Calendar with the appropriate time zone, your SLA's should no be affected.

It might be worth using a label, component or custom field to identify which time-zone a service request belongs to so that the right SLA gets applied.

Thanks,

Jared - Design Industries

Hi Jared,

Thanks for your reply.

 

I was able to create a new Calendar with applicable timezone and had 2 issues:

  1. I was able to set the starting time on the calendar but the finishing time would always set to 17:00 even though I was putting 16:00
  2. On the SLA, I was not able to select priority AND issuetype + calendar. It would always default to 24/7 default calendar.

Can you please review this and let me know?

Thanks

Barbara

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