Can I set SLA goal for end of next business day?

Hi Guys,

Is it possible to set the SLA to be next business day and not have to set a specifc number of hours?

Thanks!

5 answers

1 accepted

1 vote
Accepted answer

Hi John,

Service desk doenst support business days at the moment because of the lack of calendars as well.

Regards

Anand

0 votes
Shihab Hamid Atlassian Team Dec 04, 2013

Hi John,

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.

Cheers,

-Shihab

Valiantys had made a presentation at the UK Atlassian Meeup about how to do just that, unfortunately I failed to take notes and now not getting any joy in chasing them. In case they read this, thanks for sharing!

Hi,

Any solutions for this without using an add-on? I'm struggling with this how two manage to set the SLA to be next business day...

Thanks!

Jack Brickey Community Champion Sep 25, 2017

@Bojana Vasic,

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...

Any ideas?

Regards

Jack Brickey Community Champion Sep 28, 2017

Correct, there is not literal “next business day”. The only suggestion i have is 24h or similar. To me, 24h accompanied with the appropriate calendar works

Is any latest version supported on the above stated query

0 votes

Hello
Are there any updates on the question?

I need to calculate the SLA (next business day) starting from the following day for 48 hours.

Example
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.

Any suggestions?

Jack Brickey Community Champion Jan 11, 2019

The answer remains the same. I don’t expect this to change TBH but you never know.

Jack Brickey Community Champion Jan 11, 2019

I’m aware of it only because I have seen others speak of it in the Community. Doesn’t hurt to trial it.

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