Temporarily change SLA clock schedule

[Al Gresto]

My China team will be in the US this week. Is there any way to set up SLAs for their week in the US without affecting the other ticket's SLAs that they handle in China?

[Keri · Accepted solution]

Hi Al, 

You could configure a new SLA calendar for this time and then use it to set a goal using a JQL query. However you'd need to have some criteria to search on to separate the tickets. 

How do you currently determine which tickets are in the US vs China - do you have a country or timezone field?  

You can find more details about SLAs here: Setting up SLAs

Without knowing the fields and criteria you're using right now it's a little difficult to suggest the exact way to set this up but this should be possible.

Cheers, 
Keri

[Al Gresto]

Hi Keri,

I have two clocks set up. One for the US and one for China. One of our request types "Global Sourcing & Quality" uses the China clock. I would like to temporarily (for one week) set the SLA's for "Global Sourcing & Quality" issues to use the US clock without retroactively updating all the past "Global Sourcing & Quality" tickets. Please let me know if you need anymore information.

Thanks,

Al