Good Practise to set-up Automation to manager SLA's

[Mitesh Shah]

We have SLA set based on the severity of the request, and the clock starts when the request is in a certain status pauses when it's in a different status, and closes when it's completed, closed, etc.

e.g.

Clock Starts

Request Status = Assigned to Technician

Clock Paused

Request Status = Waiting for Customer (once a Customer makes a comment, the automation sets the status to Assigned to Technician)

Clock Starts = Assigned to Technician 

And once the clock starts it's counting the time and if there is no interaction made by the Technician, then the SLA is breached, but the reality is that it's a work in progress.

Any suggestions on how to handle this better, thank you.

[Mitesh Shah · Accepted solution]

Thank you Ste, we are now in the process of upgrading all the projects to new Jira Service Management templates and redoing the SLA based on the request types and severity and system

[Kateryna_v_SaaSJet_]

Hi @Mitesh Shah 

If I understood you correctly, I could suggest the following solution: add another status, for instance, Tech. investigation and control SLA based on it.
But first, tell how you want to count the time together: Assigned to Technician + Tech. Investigation, or separately?

If together, it is possible to make 2 SLAs:
1. Open --> Assigned to Technician --> Waiting for Customer
2. Waiting for Customer ---> Assigned to Technician --> Done/Resolved

If you are okay with using third-party add-ons, I can show you an example of setting up your SLAs in the SLA Time and Report for Jira add-on I would recommend.

[Mitesh Shah]

Thank you Kateryna, we are now in the process of upgrading all the projects to new Jira Service Management templates and redoing the SLA based on the request types and severity and system

[Kateryna_v_SaaSJet_]

You are welcome! I'd be happy to help you set up your SLAs if it is helpful for you. In this case, it will be better for you to book a Demo call on the Marketplace page. Link in my previous comment.

[Ste Wright]

Hi @Mitesh Shah 

I'm not sure I understand, can I clarify?

The Status "Assigned to Technician" is when the time is counting down - and during this time it counts to 0, and breaches SLA.

Isn't the reality that it's a work in progress - but hasn't been closed within the SLA, so is in breach? What alternative action are you looking for?

Ste

[Mitesh Shah]

Thank you Stephen, we are now in the process of upgrading all the projects to new Jira Service Management templates and redoing the SLA based on the request types and severity and system