SLA Question

Laura Jackson

We use the "time to resolution" SLA with a weekday calendar (8:00 - 17:30). Any tickets raised outside these hours (17:31 - 07:59) the SLA clock stops and then starts again once it is in office hours.

How would I go about setting P1 and P2 tickets to ignore this SLA outside these hours (17:31 - 07:59). As right now if a ticket comes in at 18:00 and is a P1 or P2 the time to resolution clock is paused.

Thanks
LJ

Dirk Ronsmans

Hi @Laura Jackson ,

Each SLA has multiple SLA goals which are defined by a JQL. This JQL will tell the system which goal to use and then also the calendar behind that goal.

To have a different goal or calendar (or both) you will need to adjust the JQL in the existing goal(s) to exclude the P1 and P2 tickets (by adding something like Priority NOT IN ("P1","P2") )

and then create new goals with a 24/7 calendar and the correct JQL to include those P1,P2 priority tickets.