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Good afternoon! The question is why does the SLA get lost if a response is made to the client? thanks fo answers

2 comments

Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 29, 2022

Hi @Катаев Артем ,

Can you please describe the issue in full ?

What do you mean by SLA get lost ?
Any screenshots available for prior and post SLA get lost ?

Like Катаев Артем likes this

Good afternoon. The task was set to transfer the SLA to the next day if the application arrived at the field at 12:00. Working hours 9:00-20:00, Standard SLA for the city - 4 hours, for the Region 8 hours (City or region is selected when applying)

1232123.jpg

In the Project, we made a complex SLA, taking into account the transfer, added the time until the end of the current working day + the standard SLA from the beginning of the next day, but when answering the client, the SLA goes astray. Please tell me how to fix this? Or is there another tool to carry over the SLA to the next day?

654654.jpg

Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 30, 2022 • edited

If you wish to carry over an SLA to the next day you should just include the working hours of that day in your Calendar..

https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-calendar/

It will then automatically Pause the SLA and continue counting at the start of the next working day

Like Rilwan Ahmed likes this

SLA 13 h . Created >= Start of the day (15 h) And created < The beginning of the day (16 hours)

When the user responds to the client, the SLA is reset randomly for the "created time/date".

Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Sep 30, 2022

Hey @Катаев Артем ,

Care to explain a bit further?

If your SLA is stopped/reset when you reply to a customer then most likely it has to do with the STOP/START conditions on the SLA.

You'll have to dive in to the settings of that specific SLA and see what the conditions are to when it has to "STOP"

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