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SLAs stopped after Calander changed from a 9/5 to a 24/7

Rim Ben Rejab

Hello guys,

A client that works in security asked me why when he changed the SLA calander from a 9/5 to a 24/7, the SLAs stopped working.

It seemed odd to m because normally, now the SLAs have more time to run.

I could not have a screenshot to show you due to confidentiality terms.

Does anyone have an answer or state the potential reasons why the SLAs stopped?

Thanks

Accepted answers

Lisa Forstberg_o85gu4

Seems odd. changing calendars should not trigger the SLA to stop. I don't recall ever having trouble with the existing SLA cycles if I change the calendar.

Many things may have happened at the same time. I would analyse start, pause and stop triggers in detail and check the history of a few example tickets to rule out any other action causing the SLA to stop.

I have seen, on few occasions, that the SLA clocks gets stuck. You can contact support to get help with recalculating the SLA or use this workaround to recalculate it

https://confluence.atlassian.com/jirakb/slas-in-jira-service-management-are-missing-or-disappear-954252774.html

All comments

Lisa Forstberg_o85gu4

Seems odd. changing calendars should not trigger the SLA to stop. I don't recall ever having trouble with the existing SLA cycles if I change the calendar.

I have seen, on few occasions, that the SLA clocks gets stuck. You can contact support to get help with recalculating the SLA or use this workaround to recalculate it

https://confluence.atlassian.com/jirakb/slas-in-jira-service-management-are-missing-or-disappear-954252774.html

Rim Ben Rejab

thank you Lisa

Vitaly_Berezovsky_SaaSJet

Hi @Rim Ben Rejab

You can try our add-on SLA Time and Report for Jira.

For each SLA Condition, you can add a specific work schedule.

Click the Work schedule dropdown in the configuration menu and select the “+Add new” option to add custom work schedules for different SLA configurations.

Alternatively, in the left sidebar menu, you can scroll down to the Work schedules section and add a new calendar by clicking the +Add New or Add Work schedule option.

Here, you can also select a calendar from the list configured before.

In the Add work schedule menu you can choose:

the name of a schedule;
time zone;
the number of working days per week;
the number of working hours per day;
breaks for every day;
length of Business days for SLA goals;
the days when your team is on holiday.

The time that issue has spent in each status will be calculated according to your chosen calendar.

In order to set a 24-hour working schedule for all days, enable the checkbox before 24 hours a day.
To set the same breaks for all days, fill in the name field and Add a break.

You can set individual working hours and breaks for each day. To do this, enable the Different work hours/breaks for each day buttons.

Set the Length of Business days for the SLA goals time limit field. By default, 1 day (1d) equals 8 hours, but you can change it from 1 to 24 hours.

You can add, edit, or delete holidays from your calendar. The Reset to defaults button will reset all your changes to the add-on's default values. Click the Save button to save all your changes, or Cancel to leave the schedule unsaved.

At the left menu bar of Configuration manager – Work schedules, you can view the full calendars list that has been created before. You can also create new, copy, and delete existing ones.

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