I defined an SLA and during testing I have noticed that when user's business calendar time zone is set to Europe/İstanbul, the assignment is routed to user's work group manager as he is unavailable. However when I change the business calendar time zone to America/New York, the assignment is routed to user's worklist.
Operator is available to receive work and I check the availability on the assignment shape.
Can anyone describe the relationship between SLA, operator's time zone/calendar preferences and Business Calendar ?
I assume that your SLA is supposed to move the assignment to a user after reaching goal/deadline time .
Typically, the operators availablity is captured from the operator profile. And the settings over there help the system understand that in case the operator is not available whom should it assign the works? So to start with you can check whether there is any change in the operator profile or not.
Also, it is a good idea to capture the tracer while the SLA is getting triggered to understand what exactly is happening behind the scene.
Finally about the relationship between SLA and calendar etc, we store all the time at back-end in GMT and the system does calculation based on that ( unless there is any customization ) .
SLA is just supposed to send a reminder email to the operator after goal time is reached. Also I check the availability on the assignment shape. But the operator is available to receive work. However the work object was routed to work group manager all the time.
But still I am confused. Cause before I solved the problem I had not selected the checkbox "Only calculate using business days" on SLA and after the goal time/deadline time it would be still business day.