As we have seen, when setting up an SLA, you can select a calendar that defines the working days and hours, which can be counted toward the goal. Jira Service Desk comes with a Sample 9-5 Calendar out of the box, which will only count the time between 9 a.m. and 5 p.m from Monday to Friday.
You can create your own calendars as follows:
- Browse to the project administration page for the service desk you want to add a calendar for.
- Select the SLAs option from the left-hand panel.
- Click on the Calendar option, and then click on the Add calendar button from the dialog box.
- Enter a name for the new calendar and configure the options.
- Click the Save button to create the calendar.
Jira Service Desk lets you configure your calendar with the following options:
- Time zone: This selects the time zone that will be used for the calendar
- Working days: This select the days that can be counted toward the SLA
- Working hours: These are the hours of each working day that can be included in the SLA
- Holidays: This adds holidays, such as Christmas, to be excluded from the SLA
As shown in the following screenshot, we have set up our calendar to have a working time between 9 .a.m. and 5 .p.m, Tuesday to Friday; this means Monday, Saturday, and Sunday are excluded when calculating SLA metrics. We also added Christmas Day and New Year Day as holidays, so the SLA will not be applied on those days:
