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

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


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