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I would like to know if I can prevent access to jira instance (cloud or Datacenter) from any user during specific criteria such:
Hi @Aya AlJboor
Not at the application level. There is no such feature in Jira or JSM to enable/disable access to the projects or portals based on time range. May be you can check with your IT team to do it on the network but why do you want to restrict the access?
Let customers raise the tickets and your team can respond based on the SLA. That is what SLAs are for in JSM. They come with SLA Calendars as well.