How to set up SLA configs for teams from different continents (USA + Portugal+ Egypt+ Australia)?

Given situation: 

We have a few teams from different countries:  the USA, India, Portugal, and Australia. You need to calculate SLA for all teams, considering they are in different time zones.

Solution:

1. Create a separate team calendar for each SLA config and set a time zone.
   For example:

   • USA - Los Angeles, 

   • India - Kolkata,

   • Portugal - Lisbon,

   • Australia - Melbourne.

   Open

   

   Select a necessary Time zone and set the Work days schedule: days, working hours, breaks, add holidays.

   Open

   

   Save this Calendar for the team from the USA - Los Angeles by clicking the Save button.

2. For a team from Australia, you have to create a calendar referring to Melbourne time.

3. Do the same for other countries – create a calendar adding weekdays, hours, holidays, and Save.

4. You can then use the created calendars for each of your SLAs. For each command, you must duplicate the configurations using the appropriate calendar.

If you need to change commands for one ticket, we recommend adding a Custom field Location in the SLA conditions.

To do this, you must add one field value to the START condition and all others to the STOP condition.

Thereafter, you can receive reports by selecting the created SLAs as an issue filter or creating a more customized filter using JQL to display only a specific Location.