time to assign sla

[Angie]

Greetings 

can i kindly ask for assistance in this "Time to assign SLA"

when an issue is created from the Create button my time to assign is still ticking as if the issue is not assigned.

When Create the assign is on the creation screen so they assign same time when they create it. 

maybe i missed something please assist 

I have attached a screenshot showing the time to assign still counting 

and i have attached my Project SLA 

[Gökçe Gürsel {Appfire}]

Hi @Angie ,

Could you share a screenshot of the issue history (accessible through the activity section of the issue towards the bottom of the page)?

[Angie]

Hi @Gökçe Gürsel {Appfire} 

please see attach your assistance will be highly appreciate.  

[Gökçe Gürsel {Appfire}]

Well, issue history indicates that there is no change in the assignee field that is why SLA is still counting. I'm guessing that someone assigned the ticket to you at the moment of issue creation and that doesn't satisfy SLA end condition. Try changing the assignee to someone else and SLA will stop. 

You might wanna revise your SLA configuration or leave assignee field as unassigned when issue is created.

[Angie]

Hi @Gökçe Gürsel {Appfire}  

What do i need to do on this SLA Configuration for when an issue is assign in the creation screen to stop the SLA? because i do not want to leave the assignee field as unassigned when issue is created. 

please see SLA Configuration below, what i can do to fix this 

[Gökçe Gürsel {Appfire}]

Do your issues transition to a status when you assign the issue? Then you can use that status as an SLA stop condition.

Assignee: Changed can stay but it won't work if you don't change the assignee.

Maybe using a comment also work. 

In short, is there an issue action that happens when/ just after the issue is assigned?

[Angie]

hi @Gökçe Gürsel {Appfire} no there is no action that happens after issue is assigned. 

The issue will wait for the person it it assigned to to comment on it or resolve it 

[Angie]

[Gökçe Gürsel {Appfire}]

How about adding the Issue: Resolved option to SLA End condition? This way, if the assigned doesn't change during the lifecycle of the issue, SLA will end when the issue is resolved. Alternatively, if the issue is reassigned, then this will end the SLA which is the original SLA configuration anyway. This way, you won't have any stray SLAs still counting even if the issue is closed.

Please let me know whether this is applicable to your use case.

Regards,

Gökçe

[Mariana_Pryshliak_Saasjet]

Hello @Angie 

As an alternative, you can try SLA Time and Report add-on. It helps to configure, track, and generate SLAs reports. It has flexible start/stop conditions which allow you to set different types of assignee fields. The most appropriate for you is "assignee is not empty" condition and you'll get the necessary info

If you have any additional questions, I'm here to help you.

Best regards, Mariana