After hours are still considered in SLA

Farzaneh Shalbaf Hosseinabadi November 5, 2019

Hi there,

We have predefined first time to response and time to resolve which our agents have to make. Time zone, working hours and public holidays are set in SLA calendar. However, after hours are still considered making our SLA useless. Do you have an idea why this is happening? And how I should fix it?  

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Susan Hauth _Jira Queen_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 5, 2019

Hi,

Do you think you could past in your calendar and SLA rules so we could help figure it out?

Susan

Farzaneh Shalbaf Hosseinabadi November 5, 2019

Hi Susan,

Your request made me realized that the calendar was not associated with the issue type correctly. Thank you. 

Susan Hauth _Jira Queen_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 5, 2019

Great.  Canyou accept the answer

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