There are several ways to configure Follow The Sun with Ivanti Service Manager.
You can use Dashboards to view your Region’s Queue’s. Workflows can be configured with your organization’s re-assignment criteria.
For example, at the end of business day in APAC, EMEA, and the Americas, HEAT SM can reassign unassigned tickets to the next region.
Ultimately you will want to keep your Follow the Sun configuration as simple as possible and focus on workflow for unassigned tickets, tickets in triage, and assigned tickets. Additional criteria to consider are Priority, Ticket Classification, and Service Level Agreements (SLA’s).
Typically I hold a 2 hour workshop with my clients do review and streamline their follow-the-sun process and develop a solution with Ivanti Service Manager.