Although Service Desk 1.1 does support calendars which allow you to define your working hours, it's not possible to set an SLA target to a specific time (like end of next business day).
You can raise a feature request for this on jira.atlassian.com so that others with the same need can vote on the request.
this is an old thread so likely best served to create new thread in these cases. You can set up SLAs based upon #hours and you can use different fields to refine this, e.g. Priority. Business days are managed w/in the Calendar you define. If you define your calendar to exclude weekends, holidays etc then the SLA timer will exclude which gives the business day capability. You can even set up multiple different calendars and SLA associated. Have you had a chance to review this document?
Can you provide specifics of where you are having an issue?
Hi @Jack Brickey,
Thanks for answering!
I am aware of all set up possibilities you are referring to... But, that is not what I am looking for. I would like to have a "next business day" as a goal in SLAs instead of hours. And as far I can see it is not possible to configure that...
Are there any updates on the question?
I need to calculate the SLA (next business day) starting from the following day for 48 hours.
On January 8th at 4:00 pm I open a support ticket to an external supplier.
The calculation of the SLA must start from 00:00 on January 9 for 48 hours.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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