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!
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.
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.
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.
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...
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