It is possible that a customer has alternative Business Hours across regional offices, or even if the business hours match the offices might reside in alternative time zones.
In these circumstances it will be necessary to create and maintain a set of data representing Business Hours for each regional office (1).
Create a Custom Field to Maintain the Regions
In order to introduce the ability to capture Business Hours for multiple regional offices it is necessary to create a custom ticket field drop-down named BHRegion (1) and record a Field Option for each region (2).
It is important to name this custom ticket field precisely in order that the Business Hours tool can recognize the existence of the options.
It is also important that the tag values are all prefix "tz:" (3) otherwise they won't be recognized by the SLA Management server during calculations.
It is also recommended that one of the Options is named "Default" (4) to allow selection in the case that a specific region isn't to be used for a Ticket.
Configure Business Hours for each Region
Having created and populated the BHRegion custom ticket field, the options will be presented in the Business Hours Specification form (1).
*Note: if the new BHRegion option values don't immediately show up in the list of Business Hours Specifications please refresh your web browser page. If the values still don't appear it might be necessary to reset the cache.
For each Region (including the Default option), specify the details of working and none working days as described in Setting Business Hours.
Submit the form once complete for a Region (2) and then return to the form to record the Business Hours for each of the other regions in the list.
Applying the Business Hours Specification to a Ticket
Having completed the Business Hours configurations it is possible to select the appropriate option from the BHRegion drop-down (1) to determine which set of Business Hours will be used to manage and report on the SLA for the Ticket.
However, it is usually the case that this field will be hidden on the form to prevent the submitter setting their own Business Hours in which case it should be set automatically using an alternative approach:
The most practical method of achieving this is by applying a tag to an Organization (1) that match the tag for the corresponding option value in the BHRegion custom drop-down.
These tags will be inherited by all users assigned to the organization (2) and in turn will be automatically applied to all tickets submitted by the user, thus assigning the Business Hours specifications to the ticket.