Implement "follow the sun" SLA in Service Desk

hi there,

after long discussions with Atlassian it turned out that it is not possible to define a "follow the sun" SLA in JIRA service desk out of the box.

Situation:

We have agents in europe and the U.S. The agents located in europe will hand over some customer requests to the colleagues in U.S., if they are unable to solve an issue within their working hours.

Problem:

When an issue, which has already been worked on in europe, is handed over to colleagues in another time zone, the SLA goal (e.g. Time to resolution) will be reset.

It actually works fine, if working hours in the U.S. already started (-> see calendar assigned to the SLA goal). If working hours did not start yet, the SLA goal gets reset (eventhough an agent in europe has already spent an hour or two on the issue).

According to Atlassian this is just the way it had been implemented and they call it "works as designed". It is not intended to move an issue to another calendar/time zone at all.

Has anybody found a solution to implement follow the sun SLA?

Thank you!

Cheers, Sabrina

1 answer

0 vote

Hi Sabrina,

It looks like one of our Partners has the procedure for this outlined on their site:

Have a read here and let us know if you have any questions about any of that.

Kind Regards,
Shannon

Hi Shannon,

thanks for your help. I have just read through the blog post, but could not find any hints on SLAs.

Apart from SLAs we have already configured our Service Desk similar to what is described in the blog.

Do you have any information on how to get SLAs working?

...I also think about posting a comment in the blog.

Kind Regards,

Sabrina

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