Cut Off SLA

[Катаев Артем]

Hello, dear colleagues. Please tell me how to make a complex SLA? The problem is that if the application is received after 12:00, the SLA is counted from the next day.

Thanks for answers!

[Rilwan Ahmed]

Hi @Катаев Артем ,

Create a calendar with your business days and work hours. example: 09:00 --18:00 EDT Mon-Friday and add this calendar to the required SLAs. 

i.e . When a user creates a ticket past 18:00 EDT, the SLA will start only after next working day 09:00 AM. 

Go  to https://<baseURL>.atlassian.net/jira/servicedesk/projects/<projectKEY>/settings/sla/new

Near the "Add SLA" tab, click on calendar icon and create a new one. Once created, select it in your SLA

[Dave Mathijs]

Hi @Катаев Артем , SLA is always counted within the business hours defined by the associated calendar.

Fore more info, see: Create service level agreements (SLAs) to manage goals

[Катаев Артем]

Maybe have JQL for this solution?

[Dave Mathijs]

No, you need a 24/7 calendar if the SLA always starts immediately after creation of the ticket.