Incorrect SLA start and stop times considering the Schedule and Timezone set into the "SLA Definition"Issue A SLA Definition has been set with the "Schedule source" field set to "SLA definition" and the "Timezone source" field set to "The SLA definition's time zone". Within the same SLA Definition, the "Schedule" and "Timezone" fields were set. As an example, let's consider that the "Schedule" field has been set to "09:00 - 18:00 Weekdays" and the "Timezone" field has been set to "US/Central". According to the settings set above, the SLA clock should start at 09:00AM US/Central time, however, it does not start or stop at the correct times.CauseThe "Schedule" record also contains a timezone value. The timezone set on the Schedule record overrides the timezone set on the SLA definition. Following the example above, into the SLA Definition you have selected the Schedule "09:00 - 18:00 Weekdays" and the timezone "US/Central", however, the timezone for the "Schedule" record is not set to "US/Central". In this scenario, the SLA clock will start at 09:00AM according to the timezone set into the "Schedule" record.ResolutionCreate or use a different schedule that matches the selected timezone from the SLA Definition record.