We are implementing SLA's into our version of SDP and just wondered how the SLA's are applied if the ticket gets passed to a different region with their own set of SLA's and Operational Hours.

For example the UK are classed as the default setting, our operational hours are 8am - 6pm, our P1 SLA will be 1 hr response, 4hr fix.  The Asia Pac region have their own list of sites with their own operational hours and slightly different SLA times and obviously are in a different time zone.  If a ticket was raised in the UK as a P1 at 14.23pm then the response would be 15.23pm (uk) time, however if the ticket is then passed to Asia Pac, what happens to the applied SLA's?  Are they then changed to align with the Asia Pac SLA's and Operational Hours or do the UK operational hours remain on the ticket?

I created a test ticket applied the SLA and then passed it over and its really confused us with how it is applying the response and due by dates.  See attached screen shots, one is the ticket as it is raised in the UK and then the second is the screen shot when its passed to the Sydney site.

Thanks Lynne