Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

SLA Report - Start Time

Hi Team, 

Hope you're well.

I am trying to create an SLA Report for my tickets. 

Now, the SLA is a bit tricky - regardless of when logged it starts at 8am the next day. Does anyone know how to set that rule? (24hr SLA - Monday - Friday). I need to exclude Bank Holidays too. 

Any help would be great!

1 answer

0 votes
Dirk Ronsmans Community Leader Jun 01, 2021

Hi @Damian Lawera  and welcome to the community!

When an SLA "counts" is set by the calendar linked to the SLA configuration, mainly the calendar.

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

i'm a bit confused about your question whether you want a 24/5 SLA and exclude the bank holidays or if you want something that starts always the next day at 8am.

if you just want 24/5 (monday - friday) and exclude the holidays, you can just create your own calendar and set the hours of monday-friday ,and then add some holidays.

Thank you for the update, it's much appreciated.

I am still unsure on the 8am next day setting.

Just for clarity

If a call is raised Monday 9am, SLA needs to start counting from 8am Tuesday until 8am Wednesday.

Dirk Ronsmans Community Leader Jun 01, 2021

Hmm, that is indeed a tricky one (and even bad SLA management imho.. )

Could that be translated in to "issues that were created before today?"

If so you could play with the "Issues to display (in JQL)" in your goals and maybe do something like "created < startOfDay()" in my mind this would mean.. 

"this SLA is valid for all issues created before today", if you make sure you use the right calendar this should then only count during the right timeframe.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Asked in Jira Service Management

JSM June ask me anything (AMA)

Hello Community members! We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to o...

258 views 13 14
View question

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