RE: Can we run sla with different business hours for different teams in similar time zone?
You can try something like this:
- Create 2 groups for 2 teams. team_ny and team_london etc.
- Add team members to related groups
- Create two calendars in Service Desk SLA configuration based on the working hours of your teams. New York Calendar and London Calendar etc.
- Create two SLAs one for each team
New York SLA:
Calendar: New York Calendar
Goal: 1h
JQL: "assignee in membersOf('team_ny')"
London SLA:
Calendar: London Calendar
Goal: 2h
JQL: "assignee in membersOf('team_ny')"
This way your issues will switch to correct SLAs based on their assignees's team memberships.
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Terrance
CRM Admin | Office 365 Migration
