JSM - different time zones by project/queue

[Jamie H]

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 H 

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 H !

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!

[Jamie H]

Hi @Alina Kurinna _SaaSJet_ ! Thanks for your reply. I am interested in learning more. The cost is per user. Is that per user in my Jira instance (which includes internal associates and external users)? Thanks!

[Alina Kurinna _SaaSJet_]

@Jamie H I'm glad I could help you!
Yes, the cost is based on the number of users in your Jira instance, and it follows the same user tier that you already have licensed for Jira. This includes internal and external users counted in your Jira billing.

You can double-check the exact number of billable users in your Billing → Manage Subscriptions section or in your transaction history. That same number will be applied to any Marketplace app, including SLA Time and Report.