Business hours based on Resolver groups

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?

  • Howdy ,

    The SLAs and Business Hours being applied to the ticket are actually looking at the Site of the Requester. So based on who submits the ticket, that will apply the Site of that requester. Since part of the issue you're experiencing is that some tickets aren't being assigned to individuals, you can leverage other SLAs such as "No state change" or "Not assigned" so that you're focusing on getting the tickets assigned correctly.

    Here's a link to more documention on Business hours and Service level management.