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SLA timer is wrong based upon having multiple calendars

Hi,

I'm finding that having a 9-5 calendar and then out of hours calendar is not working against the SLA's and JQL data I'm defining its still showing the out of hours calender SLA when I'm testing the SLAs/tickets within the 9-5 period?

 

We have an SLA that's applicable to a P1: Blocker and has two values for response times, one being 30 minutes when in office hours i.e. 9-5 and 2 hours for out of office hours... i.e. 5.01 pm - 8.59am

 

Any ideas?

 

Thanks

Ben

2 answers

HI @Benjamin Richards

Welcome, to the community!

The reason could be multiples.

1. Might be the JQL is wrong.

2. SLA time and server(JSD) time does not match.

3. The SLA that you have been applied/configured like when it should stop/start/end.

Please check properly or else add the screenshot whatever you have been configured so that we can check and try to help you out.

Hey,

Thanks for the response - so the screenshots are attached.

 

JQL is correct.

SLA time + JSD looks correct

 

Thanks

BenScreen Shot 2018-06-14 at 10.45.04.pngScreen Shot 2018-06-14 at 10.45.09.pngScreen Shot 2018-06-14 at 10.45.16.pngScreen Shot 2018-06-14 at 10.45.25.pngScreen Shot 2018-06-14 at 10.46.37.png

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