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JQL for SLA Edited


I'm trying to create to SLAs for issues created within office hours, and a different SLA for those created outside office hours. So the time to first response for office hours would be for example 10 minutes, while for the rest it would be 30 mins. 

The problem is that it seems like JQL only allows you to filter by specific days or weeks using the startOfDay. Am I missing something?

Issue Created between 08:00 and 17:00 then SLA TTFR is 10mins
Issue Created between 17:01 and 07:59 then SLA TTFR is 30 mins 


1 answer

0 votes
Jack Community Leader Oct 02, 2020

You accomplish this via a different Calendar. You define an after hours calendar and specify a different sla.

This is what I did:

Created 2 calendar, one that has office hours and the other with outside office hours, then created an SLA for each calendar.

The problem is, it's totally wrong. All issues get the outside office hours SLA and it identifies no issues within the office hours calendar. So I thought that you have to specify this in the filter.cal1.JPGcal2.JPGsla.JPG

Actually all issues "issuetype = incident" get whichever calendar is first. If you see the last image, in this case they all get the 10m goal. If I switch those around they all get the 30m goal.

This is why I am thinking that the JQL query has to specify the time, and not the calendar.

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