Deferred SLA timings

Question

Hi team,

I'm trying to align the SLA tracking in Service Desk with one of our customer SLA's. The clock doesn't start ticking on most issues until the following business day, so is there a way that we can set the SLA in Service Desk to only start counting the next day? We need the delayed fuse to correctly track our performance.

Thanks in advance.

Chris

Chris Webber · Answer

Hi Meg,

I'll give that a try! Thanks very much!

Cheers

Chris

Meg Holbrook · Answer

What I'd propose is that you create an 'intake' status of some kind, and assign a 24 hr (8 business hour) target on that SLA.

You can use the standard JIRA automation to transition to an 'active' status once that SLA has breached. That transition would kick off your "actual" SLA.

Sound like something that might work for you?

Chris Webber · Answer

Hi Meg,

For any fault we receive, the SLA clock does not start until the following day. For example, a fault received at 13:30 on 01 July with a two day resolution time would not be due for resolution until the end of our business hours on 03 July, not 13:30. This is so that we have two full, continuous days to complete the ticket.

We will be using a separate calendar and SLA tracker, but I just need to know whether this can be done at all.

Thanks in advance!