How to customize business hours and exclude holidays?

[Marquis Harris]

When it comes to first response time and resolution time, I would like to determine the hours and days these times should be included in and exclude holidays.

[Benjamin · Accepted solution]

Welcome @Marquis Harris .

Here's the documentation to setup your hours, days and holidays. 

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sla-calendars/

Once setup, you can apply that calendar to the SLA of your choice. 

[Marquis Harris]

Thank you!

[Valeriia_Havrylenko_SaaSJet]

Hi @Marquis Harris 

To effectively set business hours and exclude holidays, consider using the Time Between Statuses add-on. This add-on is designed to accurately calculate time metrics, such as first response time and resolution time.

To specify the hours and days when these times should be included and exclude holidays, you can utilize the Work Schedule feature. Multiple work schedules can be created for various purposes.

You can customize the following parameters:

Add-on developed by my by SaaSJet team. 

We are offering you a 30 days of free trial, and you can also book a demo with our specialist. Don't hesitate to give it a try!

[Gizem Gökçe _OBSS_]

Hello @Marquis Harris ,

Welcome to the community!

I believe  Timepiece (formerly Time in Status) which is developed by my team at OBSS, might solve your problem. Our app is available for both Jira Cloud, and Data Center. 

Timepiece mainly allows you to see how much time each issue spent on each status or each assignee. You can combine the time for multiple statuses to get metrics like Response Time, Resolution Time, Issue Age, Cycle Time, Lead Time etc. 

The application also offers custom calendar support. Calendars can be configured based on your working hours, excluding holidays and non-working hours (even lunch breaks) from the calculation. Time in Status reports can be generated based on your custom calendars. In your case, you can set up two different calendars for each of your shifts. By selecting the appropriate calendar, you can retrieve all the reports you need from the application and easily analyze performance between shifts.

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Timepiece reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily. 

Visit  Timepiece (formerly Time in Status)to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.

Hope it helps,

Gizem