Service Desk SLAs with different timezones

[Romer Ventura]

Hello,

I am trying to find out how i can set appropiate SLAs to tickets from different geographical locations. As an agent in the US wouldnt want to get hit with SLA vialotaions for a ticket created in the UK..

Would i need to have multiple goals for each timezone i have, or is JIRA smart enough to automatically calculate the agent's timezone and the customer's timezone?

[Jason Golden]

We had this exact question in the Denver AUG tonight! Paul and I will do some research and report back on proposed solutions. We know out of the box JSD doesn't do this, but with some creative plugins and custom fields, it might be possible.

[Romer Ventura]

Any info on this?