hi ,

Let me discuss the issue first! We have a server in UK and all the tickets assigned work in UK time zone 0800 to 1800 hrs, so the tickets which get raised with US customer do get assigned to the same SLA . We need to define a new SLA and need the Business time segment setting to do the same.

Please assist.

Thanks
Kapho

Kapho,

Have you read the manuals on how to set up the Business Time correctly? Go through that process first, and then review how SLM uses business time.

Good luck,

Busines time segment for SLAs are configured according to server timings.So you can calculate the tiome diff between the two timezones (i.e the local and server timing) and configuire your SLAs accordingly.

Thanks