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SLA based on different calenders

unknown

Hi guys,

I just created my first support project and I want to define the SLAs.

The SLAs differ between working days, weekends and emergency (night) tickets.

During weekdays priorities can be 1, 2 or 3.

During weekend and night time, we only work on priority 1 tickets.

Somehow it seems, that Jira doesn't care which calender is associated to an issue severity, it just takes the first result from the "Issues (JQL)" column.

The SLA setup looks like this:

Prio 1 - 2h - Weekday

Prio 1 - 3h - Weekend

Prio 1 - 3,5h - Night

Prio 2 - 4h - Weekday

Prio 3 - 8h - Weekday

Now if a ticket is created on the weekend with Prio 1, it is still set as Prio 1 weekday and the SLA starts to count on Monday...

Thanks in advance!

Max

Accepted answers

Walter Buggenhout

Hi Max,

Your SLA definitions are based on JQL criteria. In order for this to work, you should make sure you have distinct selections as a basis for your SLA management. Your first 3 examples are identical.

So try to determine the calendar at issue creation (e.g. based on time / date of creation) and set the SLA calendar to use in a label or a custom field. Then use that custom field in the JQL of your SLA definition:

Priority = 1 and Calendar = Weekend

All comments

Walter Buggenhout

Hi Max,

Your SLA definitions are based on JQL criteria. In order for this to work, you should make sure you have distinct selections as a basis for your SLA management. Your first 3 examples are identical.

Priority = 1 and Calendar = Weekend

fiorellasantopietro

Hi Walter,
thanks for your answer, it was useful for me too.

Do you have any idea of how it is possible to translate "calendar = weekend" in JQL language?

Thanks in advance,
Fiorella

Walter Buggenhout

Hi @fiorellasantopietro,

The trick is not so much in the JQL. What I would suggest is that you use a custom field named something like SLA Calendar in your Service Desk project that you use to set the time of creation. It might have values like:

Office hours
Night
Weekend

Depending on how you use SLA calendars at your organisation. You can use a post function and a script (e.g using Scriptrunner) to set the SLA Calendar value based on the time of creation. I am not a script wizard myself, but you can definitely find inspiration on how to do this online.

As soon as you have this data, your JQL part for the actual SLA's becomes very straightforward:

Priority = <whatever> and "SLA Calendar" = Weekend (simply the value(s) from your custom field.

fiorellasantopietro

Hi @Walter Buggenhout,

Thanks a lot for your answer

Have a nice day,

Fiorella

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