More control over SLAs in Service Desk

In my Support team we have a need for much more control over how SLAs a configured by JIRA. Many of our SLAs are for limited periods during the day - typically 7am to 7pm or 9 to 5.30om excluding weekends etc. The problem I have is that Service Desk only allows SLAs for a full 24 hour period. Which makes the reporting (both at a ticket level and in reports) void and infact quite missleading for my clients. To overcome this I have had to writie some pretty complex formulas for Exel which is extremely time consuming. Ideally I'd be able to add the following the each SLA for each client. SAL start and end time. Days excluded (tpyically weekends), special days excluded - typically public holiday. Is this something whixh an be added to eh next release? Has anyone else encountered this problem? How did you overcome it?

1 answer

0 votes
Joe Wai Tye Atlassian Team Feb 18, 2014

Hmm, have you tried configuring the calendars for the SLAs? They should be pretty flexible I think - SLAs.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,409 views 15 19
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you