SLA Time Zone and Holiday List Rules

This article describes the rules that the application follows to determine the Time Zones and Holidays for SLAs.

Ticket State	Condition	Values of Ticket Time Zone (TZ) and Holiday List (HL) Fields
Create	The creator for both TZ and HL provides the values.	Use the provided values on the ticket. These values can also be populated through a web service call.
Create	The creator for both TZ and HL does not provide the values. Then get the values in this order: The TZ and HL values if available in the 'requested for' organization of the ticket. The TZ and HL values if available in the 'requester' organization of the ticket. The TZ value from slice parameter. HL would be all working days.	Update the ticket field values in this order.
Create	Only TZ is provided and not HL.	Use the provided value of TZ and consider precedence order only for HL.
Create	Only HL is provided and not TZ.	Use the provided value of HL and consider precedence order only for TZ.
Update	Any of the values changes for requester or requested for.	To update these field values, again apply the same precedence order.
Update	Only TZ is provided and not HL.	Only update TZ on the ticket, keep HL as it is.
Update	Only HL is provided and not TZ.	Only update HL on the ticket, keep TZ as it is.
Update	TZ and HL both are provided.	Update both the values on the ticket.
Any	Change in Default time zone slice parameter.	No changes to the existing tickets. Available to the tickets created thereafter.
Any	Changes to the TZ and/or HL values of 'requested for' or 'requester' organization.	No changes to the existing tickets. Available to the tickets created thereafter.
Any	Changes to the primary organization of a requested for or requester.	No changes to the existing tickets. Available to the tickets created thereafter.
Any	The quick lookup custom field can also be used to populate these fields on the ticket.	Use the values that are populated by the custom field. The external web service is providing valid TZ id and HL id for saving on the ticket.