Create calendars

Time to SLA offers advanced calendar customization, allowing you to create an unlimited number of calendars and time intervals.

With Time to SLA, you can:

• Define multiple business-hour intervals within a single workday

• Create separate calendars for teams working in different time zones

• Add holidays (recurring or one-time)

• Define exceptions for work outside standard business hours

• Share holidays and exceptions across calendars

The Calendars page shows all calendars configured in your instance and lets you manage them.

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This section explains the key elements of the Calendars page:

1. Name – Displays the name of your calendar.

2. Time Zone – Displays the time zone selected for the calendar. Time to SLA uses Daylight Saving Time (DST) for calculations.

3. Calendar Detail – Provides a summary of the calendar’s settings.

Available actions:

4. Add New Calendar – Click to add a new calendar.

5. Eye icon – See the details of a calendar.

6. Pencil icon – Click to edit an existing calendar.

7. Trash can icon – Delete a calendar (irreversible). Calendars assigned to SLAs can’t be deleted.

1. In Jira, open Apps > Time to SLA.

2. Go to Calendars > Add New Calendar.

3. Configure your calendar:

   • Name your calendar.

   • Select a Time Zone.

   • Define business hours, holidays, and exceptions.

In this tab, you can define your standard working time:

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1. Set working days

   • Use Select working days dropdown to choose which days are working days.

   • In the weekly grid, confirm the correct days are selected (checked).

2. Set working hours

   • Use Select working hours dropdown to select from pre-defined working hours.

   • The working-hour blocks appear in the grid under each day.

3. Add break times (optional)

   • Click + Break Time to add the break period to the selected days.

   • You can add multiple break times (each break appears as a separate block in the grid).

In the Holidays tab, you can add holidays to the calendar:

1. Open the Holidays tab. You can add holidays as full-day events or specify custom hours. On the specified holidays, SLAs will stop counting.

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   • Tick the Shared holiday box to apply the holiday to all calendars. Changes will reflect across all shared calendars (for example, use it for New Year’s Day but not for region-specific holidays like Bastille Day).

   • Tick the Recurring box if you want the holiday to repeat within a certain timeframe (monthly or yearly).

2. Click Add holiday. After adding the holidays, the holidays that apply to the calendar will be displayed on the calendar as follows:

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   You can also use this section to delete holidays and change whether they are Shared and/or Recurring.

Use the Exceptions tab to define additional working hours outside your regular business hours, such as planned overtime or special support coverage. Exceptions can be one-time or recurring and shared across calendars.

1. Open the Exceptions tab.

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2. Enter an Exception name.

3. Select an Exception date, and define the working time for that day:

   • From – start time

   • To – end time

4. (Optional) Click Break time to add one or more non-working periods within the exception.

   • SLA calculation pauses during break times, even if the exception is active. You can add multiple break times.

5. (Optional) Configure sharing and recurrence:

   • Apply exceptions to all calendars
     Shares the exception across all calendars.

   • Repeat exceptions
     Repeats the exception monthly or yearly. When it’s enabled:

     • Monthly exceptions

       • If an exception is set on a date that doesn’t exist in a shorter month (for example, the 31st), it moves to the last day of that month.

     • Yearly exceptions

       • Repeats every 365 days.

6. Click Add exception.

This adds the exception to the Exceptions within this calendar list, where you can review and manage it.

Additionally, you can use the SLA calculation behavior on exceptions setting to control what happens when an exception and a holiday occur on the same date. This behavior is configured per calendar. To learn more about this feature and see example use cases, please refer to this page.

• Exceptions will override holidays
  SLAs will count during the exception hours.

• Holidays will remain unchanged by exceptions
  SLAs will not count, even if an exception exists.

When an SLA is calculated during an exception, an indicator appears in the SLA panel to show that the SLA is running under an exception.

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This helps agents understand why an SLA is progressing outside normal business hours.

Under this tab, you can define the Length of Business Day. Keep in mind that this is an advanced feature. If you’re unsure about your use case, use the default format.

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By default, Time to SLA calculates the length of a business day from your calendar and uses this information to format SLA durations, such as remaining time and overdue. However, if you want the dedicated work time to differ from your actual working hours, you can define a custom duration. The new duration will be equivalent to 1 day. Refer to this page for an example.

Don’t forget to click Save to save your configuration.