SLA Configuration

Question

Hi, Atlassian Community

How i may set up SLA, after the ticket is escalated to level 2 support, to allow them have one full working day to resolve the issue? For example, in the organisation working hours from 8:30 am to 6 pm and If the ticket was escalated at 5 pm, how i may allow level 2 support to have time until next day 6 pm to resolve the ticket? My time goal would be 9 h  30 min , in this case?

Kateryna_v_SaaSJet_ · Answer

Hi @ALINA NURLAN 
Welcome to the Atlassian community!

If you have a small team, you can immediately install the SLA Time and Report add-on to simplify the work, which is more understandable for beginners.

It is still free for up to 10 Jira users.

As other commenters have said, creating a work calendar and selecting it for the SLA configuration is the right solution. Next, you can create an SLA goal with hours to solve the problem (or the first answer or whatever you need). Once the SLA is started, the time will count only within your work schedule and, if necessary, stop until the next working day or another specified interval.

The app has a 30-day trial version, so you can also test this option. My team developed this application, so I will gladly assist you if you have any questions.

Brant Schroeder · Answer

@ALINA NURLAN Welcome to the Atlassian community

Each SLA has a calendar that is associated with each time goal.  Just set this up for your working hours and add holidays.  The SLA will then pause on anything outside of these hours.  This means that tickets submitted outside of your working hours will not start until the next morning.  Each ticket would also only have one day to complete or 9 1/2 working hours.  This means if someone submitted it on Monday at 5pm 1 hour would be subtracted on Monday and they would have 8 1/2 hours on Tuesday to complete.  This would all be setup in the SLA goals section.

Marco Brundel · Answer

Hi @ALINA NURLAN ,

In the SLA configuration of a Jira Service Management project you can indicate that the Time Goal is, for example, 8 hours.
Making the Time Goal dependent on the time when the issue was created is not possible in my opinion.

For more information about SLA design click here.

Regards,
Marco Brundel