SLA: Handle holidays like weekends?

[Niels Kobschätzki]

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?

[Christoph Thomas (Karlsruhe, Germany, AUG Leader)]

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... 

[Pattie Berghof]

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 [Jira Queen]]

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,

[Maui]

Hi Susan, can you please provide an example of JQL statement that matches the Christmas day so that the "weekend" calendar and SLA can be used for the issues opened on that day?

I'm trying something like: createdDate="2020/12/25" (except for the fact that I'm using the today date for testing) but it doesn't work and the SLA always matches the business day calendar I defined in another rule...

Many thanks. 

[Susan Hauth [Jira Queen]]

created = "2020-12-25"

But you would need to update that rule every year. 

[arti_b_patil]

@Susan Hauth [Jira Queen] I am facing similar problem. 

I have 2 types of SLA, one for withing working hours and another for non working hours
For wrking hours, i have added a condition for creation time ie. between 8AM - 9PM, and use working hour calender.

However, when i create issue on weekends or holidays, it should give me non-working SLA, but it is not working according to that.

On holiday, SLA is starting on working day but it should give me non working SLA. 

Should I remove holidays from non working hour calendar? or still it did not solve quetion if it raised issue between 8AM - 9PM.

what will be ideal solution for this?

[Jack Brickey]

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

[Bojana Vasic]

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

[Krista Parker]

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. 

[Bojana Vasic]

Hi, 

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

Many thanks in advance!

BR,

Bojana