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