Time zones in SLAs

Service Level Agreements have a number of options of which time zone to use.

To set a time-zone for SLAs, navigate to Service Level Management > SLA Properties and locate the following property:

Figure 1. Time Zone SLAs
Some special considerations:
  • If The caller's time zone is selected, there will be unpredictable behavior if the caller does not have a time zone defined.
  • If The SLA definition's time zone is selected, the time zone must be manually defined on the SLA's form.