Each SLA goal is associated with an SLA calendar. The SLA calendar is configured to count SLAs during specific days/hours and use a specific timezone. However, if there are multiple customers and In case we need to use different timezones for different customers, we can create more SLA calendars and associate a new calendar with a specific SLA goal in each SLA. However, we can't use the same goals.

The suggestion is to create calendars to be assigned to one or more customers (1..n) in order to have the same goals for all, but metrics based on specific timezones and regional absences.

In this way, we'll avoid to add customer based filters in each jql condition and the SLAs will be calculated using the calendar linked to the customer.