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How can I set an SLA goal for X business days? (Jira Service Desk)

Rob Horan
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June 26, 2019

Goals can be entered in hours and minutes but not days.  I do not have a lot of experience and (shocker) the official documentation is brief to the point of deficiency on this topic.  

How does this work with a custom calendar?

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Derek Rone
Contributor
June 26, 2019

Hi Robert.  Can you set up your custom calendar, let's say 8-5 M-F then for your goal just use the number of hours.  If the SLA is 4 days, you would use 32h.

1 vote
Dave Liao
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July 15, 2020

@Rob Horan - hi Rob!

Unfortunately it's still not possible - at least in Jira Service Desk for Cloud - to set goals in days, only hours and minutes. (I have a lot of SLA goals set to "48h"... oy.)

Regarding how goals work with custom calendars:

  • Timers count down only during the active work hours defined in your calendars (custom or otherwise).
  • Define an SLA goal, then associate a calendar to that goal. That goal will only count down (or pause) using that calendar's constraints.

Take a look at this "SLA calendars" article for a refresher; it also refers to an article on creating SLAs in case you need a refresher for that too.

Hope this helps! And hopefully you figured this out in the last year ;-)

1 vote
Robin_Barfield
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May 29, 2020

I just tested this and it doesn't work if your goal is for the end of the business day.  However if you just want say next business day then you would set your calendar as 8-5 M-F and then the hours would be set to 8, not 24 (unless you were  using the 24/7 calendar).

So for example if your SLA is next business day and ticket comes in at 5.29.20 2:00 pm the SLA due date will calculate for 5.30.20 2:00 pm.

I have not found a solution yet for end of next business day.

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