how to change SLA for 16x6 shift

[Shubham Narad Ghormare]

Hi Team,

we are working in 16x6 shift and want to setup the SLAs for acknowledge, resolution and response please guide us for changing it for the same

[Bruna Silva]

Hello @Shubham Narad Ghormare,

Thank you for reaching out to the Atlassian Community!

You can create SLA calendars to make sure your goals are tracked based on the times and days your agents respond to requests. You can find the steps to create a calendar in the following document:

• Set up SLA calendars

Once your calendar is configured, you can apply it to your SLA goals to specify the working hours during which time can be counted against SLAs. You can see more details about SLAs in the documentation below:

• Create service level agreements (SLAs) to manage goals

If you have any further questions on this topic, please let us know.

[Alina Kurinna _SaaSJet_]

Hi @Shubham Narad Ghormare 

If you're looking to set up an SLA calendar for a 16x6 shift schedule (16 hours per day, 6 days a week), I recommend trying the SLA Time and Report add-on developed by my team. This tool provides flexible calendar settings that allow you to create custom working schedules that match your needs.

How to Configure a 16x6 Calendar:

1. Create a custom work calendar:

   • Navigate to the Work Schedule section within the add-on.

   • Define your working hours (e.g., 8:00 AM to 12:00 AM) to cover the full 16-hour shift.

   • Set the working days as Monday to Saturday to match your 6-day workweek.

   • Include any breaks or holidays that apply to your team
     
     

2. Assign the Calendar to your SLA:

   • Apply your newly created work calendar to the relevant SLA configuration.

   • This ensures that the SLA timer only counts time during your defined work hours (16x6 schedule).

3. Monitor and Report:

   • Use the SLA Grid to track SLAs in real time.

   • Generate reports to analyze SLA performance and compliance.

The add-on is available for both Cloud and Data Center.

If you have any additional questions, feel free to reach out — I’ll be happy to assist! 

[Shubham Narad Ghormare]

Hi @Alina Kurinna _SaaSJet_ ,

Thank you for the reply,

We have already setup SLAs for JIRA, We just want to setup as per 16x6 without any tool. Please let us know