Timezones in SLAs

You can use timezone to specify the geographical timezone the schedule calculation will be based on.

Specify the timezone source to be used when creating new task SLAs. You can specify one of the following:
  • The caller's timezone: If the The caller's timezone is selected and the caller has not selected a timezone, then the system timezone will be used.
  • The SLA definition's timezone: If the The SLA definition's timezone option is selected, the Timezone drop-down list appears.
    • Timezone: Specify a time zone for the SLA. The timezone can be the system timezone or active standard geographical timezones.
  • The CI location's timezone
  • The task location's timezone
  • The callers' location's timezone
Note: If you select a timezone source other than the The SLA definition's timezone and the timezone derived from the timezone source is empty, the system timezone will be used.