SLA not adhering to times

[Pritesh Gohil]

On the Jira Service Desk I have SLA times set up by the consultant we had.  They have been working perfectly until a week ago.  

When customers log tickets we have a support window.

For example:  Support window is 9-5 monday to friday.

Previously the SLAs used to operate within this timeframe but something has changed of which they now operate on 24 hours.  This throws out my reporting.

Can you help please or put me in the right direction?   I think I need to read around this topic to gather an understanding.

[Dirk Ronsmans]

Hi @Pritesh Gohil ,

When an SLA counts (not depending on your Pause conditions) is linked to the Calendar you link to your SLA.

Perhaps someone adapted the calendar (as that is not specific to a single SLA) and changed the times on that?

Could you first verify what calendar is linked to your SLA and what the properties are?

[Pritesh Gohil]

I can't answer your question as I simply don't know and don't know where to look.  If you could tell me that would be beneficial.

Also this may help.  We have 3 customers.  All of them have slightly different SLAs.  So according to this there may be several calendars.

Does this help?  If not then I will dig around to find something.

[Dirk Ronsmans]

@Pritesh Gohil ,

You can view this by going to the "Project Settings" and then "SLA"

Then you can see on the top right side the calendar icon:

There you can see what calendars are defined in general. When you want to see what calendar is linked to a specific SLA goal that you can see on the SLA definition:

Multiple customers could have different SLA's or just different goals.

[Pritesh Gohil]

Thanks for this.  It is really helpful.  To be honest it is going to take me a while to read through this and understand the SLA's as this was previously written by the consultant.  I don't want to make changes without understanding the potential impact.  I may need to adhere to Change Control.

What I will do is take screen shots of the SLA's to understand the JSQL.

thank you for your help