Not clear which calendar is used for SLA count down

Leontien

In our projects we work with an 24x7 calendar as well as an offices times calendar. For prio 1 issues we have to achieve the SLA goal based on the 24x7 calendar. For all other priorities we have to respond within office times.

In queues we can see the countdown times, but it is not clear whether this is based on the 24x7 calendar or the office times calendar. Is it possible to make the difference clear in the overviews/queues?

It would be nice to add a (scripted) field that contains the correct SLA endtime based on the right calendar, the current time and the time left on the SLA. Is it possible to calculate a new date based on the office times calendar?

 

Petter Gonçalves

Hello @Leontien

Thank you for reaching out.

Unfortunately, we don't have a field to display which is the calendar current applied to the goals of your issue SLAs. That being said, we agree with you this would be a good feature, so we created the following feature request to get it implemented:

- Display calendar used in the current SLA goal 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

For now, a workaround option would be to add the calendar type at the end of your current SLA name to better clarify what is the calendar you are using in your issue SLAs. The only inconvenience of this approach would be that you will need to create a new SLA metric for each calendar you want to use in your goals, not being able to use the same SLA metric for multiple goals when using different calendars.

Let us know if you have any questions.