Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage
Highlighted

Need help on understanding SLA Calendar

Hi

I need to understand how SLA clock works - we actually have Global Support in different regions. Now, if I configure SLA for 9-5 Calendar hours for a specific region say North America - users in India will always see SLA clock as paused and if do this reverse( set Calendar for India TZ) - users in USA will always see SLA clock as paused on issues assigned to them.

How JIRA SD has captured this requirement for companies having Global support and what your other customers are managing this. Please help with this on priority as this will be major issue while going live with JIRA SD.

Added screen capture of SLA screen.

RegardsSLACapture.JPG
jyoti

1 comment

Ivan Lima Community Leader Sep 13, 2019

Hey @Jyoti Verma 

What you need to do is take the base time zone of the JIRA instance, in your example, it’s in LA. So you start with the hours that the LA office works, from 9 to 5 Monday to Friday. Then you calculate the times and days the India office (e.g., Kolkata) is available in LA time, from 20:30 to 4:30 the next day. You put both those sets of times on the one calendar.

image.png

In this scenario, you can create a calendar that has the full range of hours in LA plus the pieces from India time.

  • Your Mon to Fri coverage in LA from 9:00 - 17:00
  • Your Mon to Fri coverage in Kolkata
    • 09:00 - 17:00 in Kolkata (Tue) -> 20:30 (Mon) - 04:30 (Tue) in LA.

Hope it helps.

Ivan.

Comment

Log in or Sign up to comment
TAGS
Community showcase
Published in Jira Service Management

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

1,362 views 16 33
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you