what about negotiated start / end times for SLAs? is there already an issue logged for this feature?

I can not `Resume trial`, it will bring me to a page on 'my atlassian' where I need to pay. Where can I request support for this?

Fantastic news!!!

cassio – it's being rolled out to OnDemand this week.

Thank you very much for prioritizing this!

When will this be available to OnDemand? Will it be included in next release? When will it be?

Thanks a lot for the quick integration of this feature !

Thanks for prioritize this feature as high as you did, because the missing feature was a show stopper.

Great news!!
We are going to test new feature!

Thanks!

+1 +1 +1

Fantastic news!

So, it's time to make some tests. Thanks for releasing this SO IMPORTANT feature.

Cheers! ;D

Hi everyone,

Thanks for all your feedback on this issue. We are pleased to announce that working hour calendars are now available in Service Desk 1.1.

More details are available in the 1.1 release notes.

Cheers,
Gilmore

Good to know it's a top priority issue. As already sad, this is a deal breaker. We can't buy the tool without this, no one can use it for real service desk unless it's 24x7 support, or all reports on issues created on Friday will kill the metrics and make one pay for "breaking" SLAs.

Can I add extra votes to this?! I'm actually amazed that it's not a feature.

Agreed with everyone. It's an absolute deal-breaker without a time feature?? I'm surprised it wasn't included in the original release. Seems like a core function to me?

Hi Service-Desk,

I agree totally to the comments of the other guys. It is a must have. Will it be released at least in Q1 2014?

Regards,
Remo

It's a MUST HAVE, I can't buy the tool without this mandatory ticket deployed to JSD.
We must know a ETA so we can decide what time to buy

Hi guys,

Thanks for the continued feedback. As mentioned above, this is one of the top priority items we are working on right now. I can't commit to a specific date, but it will be available very shortly in our next feature release.

Susan - good question.

The calendar functionality we are planning will be along very similar lines to how the VertygoSLA add-on used to work. You can specify different (multiple) calendars with different timezones. You can then use the calendar on different agreement goals (e.g. Critical incidents will have a time to first response of 2 hours using a 24x7 calendar, while minor incidents will have a time to first response of 8 hours using a 8x5 calendar).

Regards,
Edwin

Hi Service Desk Team,

This is definitely a MUST HAVE feature, because without it, our Service Desk simply cannot attend our own SLA contracts.

We MUST consider to attend our SLAs:

• working period (8h00 to 12h00 - 13h00 to 18h00). Out side this period the SLA must be paused;
• working days (pre-definied by user). Out side these pre-defined days the SLA must be paused;
• holidays. In holidays the SLA must be paused.

Due all of these, please inform WHEN this VERY IMPORTANT feature will be delivered.

Thanks!

Yes, please provide estimated time to go production with this feature

This issue is currently a blocker for our service desk implementation of JIRA. Already evaluated VertygoSLA and were excited about the new release but this feature is a must have.

Please inform of any ETA as soon as possible.

Hi, it's a shame that you have done that to Atlassian customers

We've just bought the JIRA Service Desk plug-in, because you decided that Vertigo is no longer available, but JIRA Service Desk misses one of the most important funcionalities, which is SLA metrics!!! Because without calendar, it's impossible for us to do that!!

Please, fix it ASAP!

This is the only missing thing that keeps me from implementing this product for my JIRA customers.

Please keep in mind that different SLA metric's can have different service windows, even on the same service.

Really needed functionality.

I agree, this is a must.

This is a must-have feature. SLA timer is useless for any business that doesn't serve 24/7.

It wasn't clear in the description, but I hope you are planning on multiple calendars (time zones) as done in VertygoSLA. We are a global company and have different working hours around the globe. Our JIRA server is based in the UK so GMT. We find it very tricky defining the support hours for our Sydney office which can start at 10pm GMT and end at 6am GMT the next day. Please keep that in mind and I'm happy to contribute or provide examples of our current VertygoSLA configuration.

Good afternoon.
We are interested in when the plug-in functionality SLA will be added to the Service Desk?

Pausing SLAs out of business hours would be very useful to me.

Some indication of time when this function will be available would be very helpful for us too.

Any ETA on when this will be delivered as we are currently evaluating the product and this is a major issue for us purchasing.

Hi guys,

Thanks for all the comments and feedback. We appreciate all the interest in the SLA functionality of Service Desk!

We appreciate that having the ability to specify the working hour for SLAs is pretty critical to many of you. This is high on our priority, and should be available soon!

Thanks!
Edwin Wong
JIRA Service Desk Product Management

This was only set to minor as it was the default when I raised the issue. I'm setting it to Major.

Cheers,
David Currie
Atlassian Support

I am also very interested in this conversion.

This is MUST have feature. also can not understand why it is Minor. The problem is that VartigoSLA solution is archived already. We most probably will go for other help desk SW.

absolutely must to have. Can´t understand that this issue is classified as "Minor". For customers not running a 365/24/7 service otherwise SLAs are mostly distorted.

allow for definition of & obviously take those into account when calculating SLA timings on each issue. Lack of this functionality effectively prevents us from considering Service Desk.