Setting default Service Desk calendar

Hi,

Currently, we define our SLA's using 'Goals'. Each priority level is linked to a specific goal, which determines how long we have to resolve the issue. Our business is due to have a half day in a couple of weeks and, during this time, the SLA clocks will need to run from 9am - 1pm, rather than 9am - 5pm as currently.

In order to achieve this, we have set up a new calendar to avoid the existing SLA's being recalculated, however the system is not letting us amend the current calendar to the new one. Everytime we select the 9am - 1pm calendar from the dropdown list, it is reverting back to '24/7 Calendar (Default)' in all cases and not saving our changes when selecting 'Update'. It will not let us select the standard 9am - 5pm calendar also.

I've attached a screenshot to demonstrate the section we are referring to. Is anyone aware if this is a bug with the system or if we are doing something incorrect? Is there any other way to achieve what we require here?

Thanks.

Emily

Jira-calendars.png

3 answers

Hi,

Is anyone able to provide any feedback on this? Would be useful to know if this is a bug in the system that similar users are also experiencing issues with, or if there is an alternative solution to what we need.

Thanks,

Emily

Hi Emily. Just saw your post. I noticed how you are correct in saying that the dropdown menu reverts back to the default Calendar. I created my own 9am - 1pm Calender (not sure if the calender is the cause) and I wanted to add it but after selecting it from the dropdown it shows me the 24/7 Calendar.

Now I do have noticed that when I save it, the SLA metric shows me the calendar that I selected. You should check if the same can be said for you if so then there would indeed be a bug. This bug however is simply just a bug in the dropdown where it shows the wrong value but selects the correct one. 

To clarify, just select your calendar from the dropdown (yes it will show you 24/7 Calendar instead) but save your SLA metric and it'll show the correct calendar all the same. It would be wise to try this on a new SLA metric just in case and try out if the calendar is being used at all :)

Hi Rick,

Many thanks for your response. We have resolved this issue now by amending our existing Calendar to run from 9am - 1pm instead of 9am - 5pm, this seemed to work as expected when tested on an open issue; we will just change back to normal next week. However, thank you for your assistance.

Thanks,

Emily

I see! Sorry that I couldn't assist you earlier.

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