Need help on understanding SLA Calendar

[Jyoti Verma]

Hi

I need to understand how SLA clock works - we actually have Global Support in different regions. Now, if I configure SLA for 9-5 Calendar hours for a specific region say North America - users in India will always see SLA clock as paused and if do this reverse( set Calendar for India TZ) - users in USA will always see SLA clock as paused on issues assigned to them.

How JIRA SD has captured this requirement for companies having Global support and what your other customers are managing this. Please help with this on priority as this will be major issue while going live with JIRA SD.

Added screen capture of SLA screen.

Regards
jyoti

[Ivan Lima]

Hey @Jyoti Verma 

What you need to do is take the base time zone of the JIRA instance, in your example, it’s in LA. So you start with the hours that the LA office works, from 9 to 5 Monday to Friday. Then you calculate the times and days the India office (e.g., Kolkata) is available in LA time, from 20:30 to 4:30 the next day. You put both those sets of times on the one calendar.

In this scenario, you can create a calendar that has the full range of hours in LA plus the pieces from India time.

• Your Mon to Fri coverage in LA from 9:00 - 17:00
• Your Mon to Fri coverage in Kolkata
  • 09:00 - 17:00 in Kolkata (Tue) -> 20:30 (Mon) - 04:30 (Tue) in LA.

Hope it helps.

Ivan.