JSM - different time zones by project/queue

[Jamie Hing]

Hi everyone! We have multiple service projects and I want to have different time zones by project. Is this possible on the standard plan? Right now, it's all on the same time zone and is messing with SLA achievement. Thanks!

[Marc - Devoteam]

Hi @Jamie Hing 

Welcome to the community.

This article might provide you with some guidance.

follow-the-sun-support-with-jira-service-desk 

[Alina Kurinna _SaaSJet_]

Hi @Jamie Hing !

I understand you're looking to configure SLAs in Jira Service Management for teams working across different time zones in various projects or queues.

JSM has certain limitations when it comes to managing multiple time zones, so I’d recommend trying the SLA Time and Report add-on, developed by my team. The app offers powerful capabilities to create custom work calendars and sync them with each SLA configuration, making the setup process much easier and far more flexible and convenient.

How SLA Time and Report can help

1. Create custom work calendars:

• Define separate calendars for each team or region, specifying their local working hours, days off, and holidays.

• Assign appropriate time zones to each calendar to ensure accurate SLA tracking.​

2. Configure SLA goals:

• Set up SLA rules referencing your workflow, allowing you to apply the correct calendar and time zone per issue.

• This ensures that each issue's SLA is calculated based on its associated team's local time.​

3. Monitor and report:

• Track SLA performance in real-time using the SLA Grid.

• Generate detailed reports to analyze SLA compliance across different teams and time zones.​

By implementing this approach, you can effectively manage SLAs for teams operating in various time zones, ensuring accurate tracking and reporting.​

If you'd like assistance setting this up or have further questions, feel free to reach out—I'm here to help!