Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,368,008
Community Members
 
Community Events
168
Community Groups

Hello, dear colleagues. Please tell me how to make a complex SLA? The problem is that if the application is received after 12:00, the SLA is counted from the next day.

 

Thanks for answers!

2 answers

1 vote
Rilwan Ahmed Community Leader Sep 22, 2022

Hi @Усманов Руслан ,

Create a calendar with your business days and work hours. example: 09:00 --18:00 EDT Mon-Friday and add this calendar to the required SLAs. 

i.e . When a user creates a ticket past 18:00 EDT, the SLA will start only after next working day 09:00 AM. 

Go  to https://<baseURL>.atlassian.net/jira/servicedesk/projects/<projectKEY>/settings/sla/new

Near the "Add SLA" tab, click on calendar icon and create a new one. Once created, select it in your SLA

image.png

0 votes
Dave Mathijs Community Leader Sep 22, 2022

Hi @Усманов Руслан , SLA is always counted within the business hours defined by the associated calendar.

Fore more info, see: Create service level agreements (SLAs) to manage goals

Maybe have JQL for this solution?

Dave Mathijs Community Leader Sep 22, 2022

No, you need a 24/7 calendar if the SLA always starts immediately after creation of the ticket.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
PERMISSIONS LEVEL
Site Admin
TAGS

Atlassian Community Events