How to pause the SLA for the specific time on a specific date

Question

Hi,

I would like to understand if there is a way to pause the SLA for a specific time on a specific date. This is mostly required for the next day to a Holiday.

For eg: There is a holiday on Wednesday(SLA is paused) and team joins back on Thursday 9 AM. Is there a way to pause the SLA from 00:00 to 09:00 AM on Thursday(specific date).

Thanks!

Mikael Sandberg · Answer

Yes and no. You can update the calendar that the SLA is using to determine when the SLA should be active. You can add holidays to it, but you cannot specify the time for when the holiday should be active, only the date. If you need to specify the time you would have to change the work week settings in the calendar and then change it back after the holiday.

Valerie Knapp_dpp5c6 · Answer

Hi @Chetan Tandon , thanks for your question.

You should be able to insert holidays in the SLA calendar. Have you already tried this?

Hope this helps. There is also some documentation here - https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sla-calendars/

Cheers