Transition of Business Hours SLA to Non-Business Hours SLA

Question

I want to do transition in SLA. Instead of pausing the SLA and resuming it the next day if it is not met during business hours, I want transitioning it to a non-business hour SLA. This means that if the SLA is not met during business hours, it will remain active and monitored outside of business hours. Can I do this?

Kateryna_v_SaaSJet_ · Answer

Hi @Syeda Muntaha Riaz
Welcome to the community!

As you have already been advised, if you do not want to suspend the SLA for Business Hours, then you should apply a calendar set to 24/7.

Sometimes, setting up the SLA in JSM is a bit complicated, so if you don't mind using third-party applications, this is how it would look in the SLA Time and Report add-on:

My team develops it, so if you want to try the add-on trial and need help setting it up, don't hesitate to reach out – book a demo call.

Phill Fox · Answer

OK I have had several attempts to get this working and it appears that you cannot use an JSM SLA JQL Function in the JQL for the metrics which is very irritating.

So I have managed to implement a workaround. In this I use an automation to store in a hidden custom field if the the office hours SLA has been broken and then use that to trigger the 24x7 SLA.

I have raised a support request with Atlassian about this but suspect this might not get any traction for some time as this is a niche use case.

Phill Fox · Answer

I am not in front of my test bed system at the moment. But someone might want to pick this idea up and try it out. If not I will have a proper look in the morning.

I am reworking the problem statement slightly to what I think the ask might be.

If an issue has a business hours SLA and it breaches the SLA then the SLA should transition to a 24x7 operation team with a different SLA.

As SLAs can be measured in cycles we can use the everBreached() JQL function to find if an issue has ever breached a specific SLA and if so to apply a different goal in the metrics for the SLA.

So my thinking subject to all the usual caveats about test and confirm are.... 
Add a new line at the top of the SLA to do this (and any other variants required)

If everBreached() THEN 24x7 calendar and new target hours

If anyone gets a chance to try this before tomorrow I am happy for you to take all the kudos.