Keep SLA running on Incidents open before end of service hours

Question

Hi Community,

I am working with SLA's running 18/7 06:00-24:00.

The speciality is that any tickets opened before 24:00 should keep calculating after 24:00, where tickets opened after 24:00 should start calculating next morning at 06:00.

Any hints on how to do this?

Brgds

Theis

Walter Buggenhout · Answer

Hey @Theis Joergensen,

I guess I would look into setting up an automation rule that automatically e.g. checks a box when an issue is created before 24.00. That way you don't have to do anything manually at all and based on the simple check box you can set up different calendars based on that check box.

As you can see in this example, you can apply different calendars within the same SLA:

Your JQL defines the time goal and calendar to use, while the start / stop / pause settings are the same. Just replace the criteria from the above example with the check you need to distinguish between both your workflows.

Theis Joergensen · Answer

Hi @Walter Buggenhout

Currently we have an agreement where tickets opened before 24:00CET should still be worked on even after 24:00 and the SLA should count. However, tickets opened after 24:00 should not count before 06.00 the following morning.

Tickets are being created by a customer directly in the help center and then qualified by a service desk agent.

Perhaps, your idea could work. When the ticket is received by our SD they could mark the tickets which would trigger another SLA to start.

As a follow-up question to above; When a ticket is opened trigger SLA X to start and the service desk marks the ticket as described above, this would trigger SLA Y to start. Does it then count from that time or from the time the ticket was opened?

I would like to avoid manually putting the numbers from SLA X and Y together at the end of the month.

Thanks

Theis

Walter Buggenhout · Answer

Hi @Theis Joergensen ,

You could try to work with 2 different SLA calendars: 1 that runs 24/7 and 1 that runs 06:00-24:00 as you have set up now.

When a ticket is created before 24:00, you could mark it (in priority, in a custom field, ...), so you can easily set up separate JQL criteria in your SLA definitions to apply the correct calendar.

Maybe I don't entirely understand your use case, but I hope this may get you on a certain track 😉