Exclude weekend from a "Status changed" calculation when going over multiple weekends

Question

Howdy!  I've found similar solutions but not one that helps directly (and haven't been able to figure it out).

I have a SLA calculation that's basically "10 business days" and for the most part I can just use "-14d" as it's neatly going to exclude the 4 weekend days over a two week period:

project = "Site Issues" AND statusCategory != Done AND Status = Postmortem AND status changed before -14d

The problem is that tickets that are moved into that status on a Sunday or Monday, it would go OOSLA on a weekend day (Saturday and Sunday respectively) and we want it to only go OOSLA on a weekday.

Any thoughts are appreciated.

Gökçe Gürsel {Appfire} · Answer

Hi @Jeffery Stone ,

I think there is an issue with your SLA configuration.

I suggest starting with a calendar if you didn't define any. Your post indicates that the SLA shouldn't be active over the weekends so a standard Monday - Friday calendar should work.

After that, you can go over your SLA configuration. You should enter 10d as your SLA Goal to have a "10 business days" SLA.

Also, looking at your JQL, I believe you need to go over your SLA start conditions since you have entered

Status = Postmortem

You can probably enter this status as an SLA start condition.

Also, if Postmortem status is not in the Done category, you can go ahead and remove the part about the status category. Your JQL condition can be simplified to

project = "Site Issues"

Alternatively, you can use Time to SLA to define your SLAs easily and get your SLAs up and running in no time.

With Time to SLA you can generate SLA data for your existing issues, track SLAs for Service Desk, Software and Core projects, use dedicated TTS search functions, reports and gadgets and use one of a kind TTS custom fields to track your SLAs with ease.

Please let me know if you have further questions.

Cheers,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

Liam Green · Answer

Hi @Jeffery Stone

Welcome to the Community!

Your SLA should only count on days (and times) that are 'work days' according to your SLA Calendar - so if an issue is moved to the status on a Saturday, but you only work Mon 9am - Fri 5pm, then the SLA won't start counting until Monday morning at 9am.

If your SLA isn't working in that way, you might want to revisit it.