I have internal customers based in 4 main regions around the world and have support teams that cross time zones and some that are solely based in one time zone. I have created another Business hours table for one of these groups that works in one time zone.
Is there a way to link this to a resolve group within Solarwinds SWSD tool, or is the only way to change the site location for each of the revolvers in this group? The problem is that some of the groups don't assign the case directly to a resolver; they leave them in the resolve group top level. And as this group does not have a time zone then the New Business Hours don't work, I'm looking at having SLA stop and start base on the resolver group business hours. Not the Helpdesk BH as we are 24/7.
Any thoughts on this?
