Hi, does the SLA timer on JIRA service desk pause outside of business hours?

Question

Hi,

I have setup some basic SLA's for a service desk project that I am running, my conditions for the time are set with the 'Sample 9-5 Calendar' setting, does this mean that come 5pm local time the SLA timer on these calls will pause and then resume again at 9am the following morning?

Steven F Behnke · Accepted Answer

That is correct, the selected calendar indicates the timezone and runtime for the SLA.