JIRA Service Desk and SLAs


I'm working to set up JIRA Service Desk internally and I'm struggling with SLAs and Timezones.

We have support teams in the US, London and India.  People in the US will be served by the US team, people in London will be served by the London support team, etc.

I know I can set up calendars with specific timezones in them, that part I get.  Seems like I need 3 calendars, one for each timezone.

However, how do I set SLAs for specific timezones?  For instance, if someone in India opens a ticket, I want that ticket to have the India SLA applied to it.  If the India team has 8 business hours to respond and the ticket is opened at 4PM, they have an hour that day and then 7 hours the next morning to respond. 

Is the SLA automatically applied based on the timezone of the user who reported the issue?  That would be really cool but I can't think how that would work.  Because I'm in India it knows to ignore the US and London goals?

1 answer

This widget could not be displayed.

did you get an answer for this? I am trying to do the same thing.


Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Tuesday in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

141 views 1 3
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you