SLA How to set different SLAs depending on time of day

I have a requirement to have a different SLA if an Incident starts at say between 02:00 and 06:00 hrs.

The custom calendar allows me to do this EXCEPT in the example above the SLA pauses at 06:00 where I require the timer to continue.

I could of course extend the custom calendar end time from 06:00 to 11:00 but if an Incident starts at 10:00 it should follow a different SLA.

Any ideas?

Thanks

Mark

1 answer

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Mizan Community Champion Oct 31, 2017

Have you tried using JQL filters to set the SLA goals accordingly

So for the 02:00 - 06:00 use the below jql and set the SLA

created > startOfDay(2h) AND created < startOfDay(6h)

similarly for issues created at different times can have a different SLA associated to them

Hi, this is a great suggestion, I've setup and tested and it works well and does what I need. I was hoping not to have to hardcode times in the JQL but this is a minor point.

Many thanks

Mark 

Mizan Community Champion Oct 31, 2017

Hi Mark,

Nice to hear that. Please accept my answer if it solved the issue :)

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