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?
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.
@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:
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 ;-)
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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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