SLA Time and Report for Jira

[Mohammed Arafat Naidoo]

Good day everyone 

I have a question, not related directly to Jira but rather a plugin that we have for our SLA , 

SLA Time and Report for Jira. 

We have a response time SLA when our tickets are "in-progress" which is communicate to the client every 4 hours until the issue is resolved. 

I have setup the SLA time and report for Jira such that we only calculate the response times based on our business hours ie, 08:00 - 17:00. 

The issue I have is that on Fridays , our business hours are from 08:00 -16:00 however the SLA Time and report does not allow to add multiple work schedules to a single project or even choose different times for different days . You would have to choose 1-5 days and set a time for those days . 

What is happening now is that if an issue is logged in a Thursday , lets say at 15:00, technically, as per our business hours, we have a response time goal of 4 hours within the business hours to respond which should take the time to 10:00 on the following day however the time is by passing the Friday and moving to the Monday which is way of. 

I have tried to add the Friday as an additional SLA configuration however the time is not auto calculating onto the Friday for tickets logged after 13:00 on Thursday. 

I have reached out to the SaasJet team for assistance ( 2 weeks ago) however yet to receive a response . 

Hope the above makes sense, 

Thank you . 

[Olha Onofriichuk_SaaSJet · Accepted solution]

Hi, @Mohammed Arafat Naidoo 

Are you using this SLA Time and Report for Jira add-on? Have you already get an answer to your question from the SaaSJet team? 

Our support team always answers within a few hours after the question is received. It seems like we haven't received any question from you. Please, write it righ here and we will help ASAP.

And if you need, our team can conduct a free call and show how to configure the SLA in the way to help you get the best results.

Regards,
Olha

[Mohammed Arafat Naidoo]

Good day Olha, 

Thank you for the reply. 

1. Yes, we are using the SLA Time and report for jira. 

2. I have already logged 2 cases with your support team and yet to receive any feedback. 

3. If your support team can contact me urgently, i would appreciate that very much. :-)

Regards