Automation rules with SLA still operate on the weekends

[Cindy Hung]

Hi, we have set up a few automation rules based on SLA such as 3 days 'close issues' if we don't hear from the customer or prompt customers to act within 2 days after they have the answer.

However, the calendar is counting the weekends even though we have set up SLA calendar properly. There's no option for us to set up automation calendar to ensure they all the automated transitions stop working on the weekends.

Please help. Thank you

[Alexey Matveev]

Hello,

Do you mean that you set up a calendar where weekends are not provided and your SLA, which is connected to the calendar, still counts weekends? 

[Cindy Hung]

Please see the screenshot of our customised calendar.

and image 2 is from the automated workflow that specified 3 days which shouldn't count the weekends and public holidays.

[Alexey Matveev]

Ah, I see. Actually it does not take calendars into account. There is an open ticket about it:

https://jira.atlassian.com/browse/JSDCLOUD-6062 

[Cindy Hung]

Thank you Alexey, though the reporter of the ticket apparently found a way to do so and requested to have the ticket closed.