Pause SLA outside office hours

Question

Hello people,

I hope you can help me. We have configured two SLAs, "Acknowledge Time DM" and "Intervention Time DM". This SLA should only count during office hours 07:00 to 18:00.

Example Acknowledge Time DM - 15 min.

If someone creates a ticket at 17:50, the SLA should start counting at 17:50 and stop at 18:00. The remaining 5 minutes should start counting the next day at 07:00 AM.

Unfortunately I have not found a way to implement this.

Many greetings
Dominik

Kateryna_v_SaaSJet_ · Answer

Hi @Dominik Kulbe

If you don't mind third-party add-ons, then you can try them. For example, my team developed SLA Time and Report for Jira, where everything works exactly as you want, and SLA counts only during working hours.

If on Friday you will start SLA 1, the Time Goal should be 15 min at 5:50 p.m., then automatically at 6:00 p.m....in SLA, the time will be added up, and if you continue to work, your time according to SLA will not be counted. But, if you work from Monday at 9:00 a.m., +5 will be added to SLA.

Dominik Kulbe · Answer

Hi Jack, thanks for your reply. If I create a ticket with this calendar at 17:50, the SLA runs with 15 min fulfillment time until 18:05. But from 18:00 the support is not manned anymore.

Regards

Dominik

Jack Brickey · Answer

Hi @Dominik Kulbe , Can you explain what you are experiencing exactly. For example, in your example where you create an issue at 17:50 does the Acknowledge Time DM SLA continue post 18:00? If you create an issue at 06:50 does the SLA start counting?