Set up SLA calendars

You can create SLA calendars to make sure your goals are tracked based on the times and days your agents respond to requests. Calendars will show up in the Goals section when you’re setting up or editing an SLA.

Create a new SLA calendar

You must be a project admin or Jira admin to create SLA calendars.

1. From your service project sidebar, go to Service project settings () > SLAs.

2. From the top right corner of the page, select the calendar icon .

3. Select Add calendar or edit an existing calendar by selecting the more icon next to it.

4. Name the calendar and select the time zone.

5. Set up the calendar to suit your team’s needs by choosing working days and adding the required time slots for each day.

   1. Select the plus icon to add multiple time periods to a single day. For example, to add a lunch break, add a time slot for before lunch (for example, 09:00-12:00) and after lunch (for example, 13:00-16:00).

6. Once you’re done, select Save.

By default, when you create a new calendar, the hours are preset from 09:00 to 17:00 (9am to 5pm). To extend the preset hours to cover a 24 hour period, use 00:00 to 23:59.

Add or import holidays

While editing a new or existing SLA calendar, you can choose to add or import holidays. Holidays will prevent SLAs from running on a calendar.

To add holidays from scratch:

1. From your service project sidebar, go to Service project settings () > SLAs.

2. From the top right corner of the page, select the calendar icon .

3. Select Add calendar or edit an existing calendar by selecting the more icon next to it.

4. Next to the Holidays heading, select Add new to manually create holidays or select Import to import holidays from an ICS file.

When adding holidays manually, each holiday item can only be created as a single date with no times attached to it.

When importing holidays from an ICS file, any holidays that are not a full day (ie. a partial day) won’t be imported.

Copy an existing SLA calendar

You can save time by copying a SLA calendar from your current service project, or one from another service project on your site.

To copy an SLA calendar from the current service project:

1. From your service project sidebar, go to Service project settings () > SLAs.

2. From the top right corner of the page, select the calendar icon .

3. Make sure you are on This service project tab.

4. Choose the SLA calendar that you want to copy from and select More actions () > Copy.

5. Edit the name and details of the copy, and select Save.

To copy an SLA calendar from another service project on your site:

1. From your service project, select Project settings > SLAs.

2. From the top right corner of the page, select the calendar icon .

3. Select Other calendars tab.

4. Choose the SLA calendar that you want to copy from and select Copy to this service project.

   1. If you're a site admin, you can edit, copy or delete the SLA calendars on your site by selecting More actions ().

5. Edit the name and details of the copy, and select Save.