Hello everyone,

I'm looking for guidance on how to handle SLA calculations in a specific follow-the-sun support scenario within ServiceDesk Plus On-Premise.

Our company operates across three regions:

• China (1 SAP support technician)
• Europe (5 SAP support technicians)
• Mexico/USA region (2 SAP support technicians)

The support team is organized in a single SAP Support process, but technicians are distributed across different time zones.

Our SLA targets are:

• 2 hours for First Response
• 4 hours for Resolution

Scenario:

When a user from our China site (CNBA) creates a ticket, the request is automatically assigned to the local China SAP support technician. However, there are situations where the only technician in China is unavailable (vacation, sickness, public holiday, etc.).

In this case, I would like the SLA clock to stop (pause) until the European support team starts working and is able to take over the request. Once the European business hours begin and the ticket can be handled by the Europe-based SAP team, the SLA should resume.

Has anyone implemented a similar workflow in ServiceDesk Plus?

Specifically, I would like to understand:

1. Is it possible to pause the SLA based on technician availability or regional business hours?
2. Can this be achieved through Business Rules, OLA, Custom Triggers, or Deluge scripts?
3. What would be the recommended approach to manage SLA targets across multiple time zones with a follow-the-sun support model?

Any best practices or examples would be greatly appreciated.