SLA: Handle holidays like weekends?

I want to create a calendar with the following properties:

monday - friday: 8am - 8pm

saturday, sunday: 10am - 6pm

and holidays should be handled like saturday and sunday (so 10am-6pm).

My understanding is that holidays are excluded from the SLAs but that's not what I need.

Can I configure that somehown in JIRA or is there a plug-in that can do this?

4 answers

I am not sure here but I think you can configure special times for special days per Service Desk somewhere in the Service Desk administration... 

Hi, 

I wonder the same thing as Niels, could someone please help regarding some possible solution for this?

Many thanks in advance!

BR,

Bojana

0 vote
Jack Brickey Community Champion Sep 11, 2017

This is available. A quick search in Atlassian's documentation would yield the result - https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

Hi Jack,

Thanks for answering!

Unfortunately I can't find anything there regarding my specific case, as Niels described above.

I need holidays to be handled like Saturday and Sunday. My understanding is that holidays are excluded from the SLAs but that's not what I need.

Any advice? Thanks in advance!

BR,
Bojana

Update: I thought about this and I don't think the situation below will work for you, since you said you want holidays treated differently. 

 

You may be able to set certain JQL for your issues created on specifc days (like 12/25) to use a certain calendar, so you could filter that in the goals. 

 

 

When you set up your SLAs and work in Calendars, you can set up a 24/7 calendar. In fact, I'm pretty sure there is a default 24/7 calendar (at least in Server) for JSD when you set up your SLAs. 

 

Go to SLAs>Calendars and then add the weekends. calendar.png

I also have a need for my non-business hours SLA calendar to include Holiday days excluded from my business hours SLA calendar.  We have one department that provides support 24 x 7 but has different SLA requirements based on when the ticket is opened.

This is a standard need for anyone running a 24x7 support operation.

Thanks in advance

Pattie

Susan Hauth Community Champion Oct 24, 2017

Hi Pattie,

So you can have multiple Calendars in a single Service Desk.  The SLA can then be set up by JQL to detect which issues should go the business hours calendar and which to the non-business hours.

Cheers,

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Asked Feb 02, 2018 in Jira Service Desk

What are the must-have addons?

Hi all, We are trialing Jira Service Desk for a large-ish, flat, team-based organization where members can serve on multiple teams. A few needs that are not out of the box... Assigning i...

985 views 12 5
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you