After-hours SLA targets

Question

Is there a way to set up multiple calendars to apply different SLAs depending on the time of day?

For example, we'd like to track a 15 min time-to-initial-response SLA on certain incidents from 0500 until 1800 then a 2 hour time to initial response overnight from 1800 until 0500.

Any ideas on how to do this?  It appears the incident just picks up the first SLA goal it comes across regardless of the calendar.

Gökçe Gürsel {Appfire} · Answer

Hi,

You can use  Time to SLA app for this. You can define different calendars and use these calendars in different SLA definitions based on JQL functions.

Jack Brickey · Answer

yes you can set up a separate afterhours SLA using an afterhours calendar.

you could have something like the following

Time to Resolution w/ an 8-5 calendar

and

Time to Resolution After Hours w/ a 1800-0500