Different SLA view to different users.

[Pooja Singh]

Hello,

My team is looking for implementing SLAs fro our service desk agents.
Some agents are IST time zone where as some are in EST/PST.
Currently, we have implemented our SLA Calendar to 7:00AM to 3:00AM IST. But we also want the non IST agents to be able to see those SLAs on the same ticket but calculated on their timezone so that there is not need for re calculating the same.

Example:

If is it 12AM IST for resolution of the ticket, the agents in US timezone should see it as 12PM EST in their issue view since it will  be 12PM on their time when SLA is met.

Also, our customers are also configured as agents in our environment, so even they will be able to see the SLAs applied. Therefore, it will be useful for them specially. And they will not get confused between the exact resolution time of the ticket.

Please let me know if this can be achieved somehow and in case if you need more info from me.

I have raised this request with Atlassian, but this cannot be achieved with default configurations. Therefore, if any add-on or maybe Scriptrunner can help with this requirement, please let me know.

Thanks in advance.

Pooja

[Kunal Kanojia]

Hi Pooja,

Thanks so much for your question.

You can set up multiple calendars for your SLA goals, each for the timezone that you want the SLA to continue counting for. Following on from this you can also have the second calendar’s JQL triggered for specific users in the desired timezone (e.g. assignee = user1,user2,etc).

Further, the screens show the SLA time remaining rather than the time for that user, could you please provide screenshots showing your issue?

Thank you,

Kunal
Jira Service Desk