SLA for different teams across the globe

[Shehzad Mohammad]

Hello Team,

This might be a tricky one and might have various response but I am relying on your expertise to find the best solution. 

I have a requirement to implement SLAs where the team has 2 offices across the Globe, 1 in London and the other in NYC.

The London team will start at 9 a.m BST and finish at 5 pm BST but the NYC team will start at 2pm BST and finish at 10PM BST. The London team consists of 4 People whereas the New York team has only 2. 

What is the best solution in this case and is this something that JIRA caters for?

[Adrian F_]

@Shehzad Mohammad If London team is only handling requests from London employees (and New York team only for New York employees) may be you can add a field to the request forms to collect the reporters location and use that info to setup different SLA goals and SLA calendars.

See this post for a detailed explanation on the above solution : https://howtojira.blogspot.com/2022/05/how-to-setup-jira-slas-for-global-teams.html 

[Kubilay Karpat [Snapbytes]]

Hi Shehzad,

JIRA Service Desk provides an SLA solution by default which could be helpful in most cases. You can define different calendars with different time zones in Service Desk SLA. If you would like to use two different SLAs based on different time zones you could chose this path.

However if you would like to prefer a more advanced SLA solution you might want to have a look at our Time to SLA Plugin. It also provides time zone selection on calendars with extra futures like half-days, advanced notifications, customizable/scriptable start/end conditions etc.

If you can share your requirements we could better help you on this subject.

Best, Kubilay from Time to SLA team

[Shehzad Mohammad]

The requirement is to have an SLA based on teams with varying location. 
There`s 1 team in London and another team in NYC. 
The team in NYC is manned by 2 team members whereas the team in London is manned by 4. 

[Kubilay Karpat [Snapbytes]]

Hi Shehzad,

How do you plan to differentiate issues? Say you would like to apply different SLA based on the team of the reporter?

Best, Kubilay

[Shehzad Mohammad]

I`m exploring all possibilities that we can have at the moment. I`m thinking if we can double the SLA time when it switches to New York. Say if the SLAs were 1hr when we have 4 people working, it should be 2 hours when we have 2. Any ideas are welcome

[Kubilay Karpat [Snapbytes]]

Hi Shehzad,

As far as I understand you would like to switch SLAs based on the assignees' team. For this case you can try something like this:

1. Create 2 groups for 2 teams. team_ny and team_london etc.
2. Add team members to related groups
3. Create two calendars in Service Desk SLA configuration based on the working hours of your teams. New York Calendar and London Calendar etc.
4. Create two SLAs one for each team
   • New York SLA:
     • Calendar: New York Calendar
     • Goal: 1h 
     • JQL: "assignee in membersOf('team_ny')"
   • London SLA:
     • Calendar: London Calendar
     • Goal: 2h 
     • JQL: "assignee in membersOf('team_ny')"

This way your issues will switch to correct SLAs based on their assignees's team memberships.

 

[Robert Dzido]

Hi,

Can you provide some more information on your required SLA Setup? What Jira application you use (Software, Core, Service Desk)? What is the impact of having 2 offices on SLAs?

You can use Jira Service Desk built-in SLA in most scenarios (when using Jira Service Desk) or try SLA PowerBox add-on when you have more sophisticated use cases and need extra features (such as multichannel notifications or advanced calculation methods).

[Shehzad Mohammad]

Our JIRA instance is Core and Software 7.2.2 and Service Desk 3.2.2

[Robert Dzido]

Please remember that Jira built-in SLA works in Service Desk projects only. For Business or Software projects you need to install an external add-on such as SLA PowerBox