Same SLA Parent/Child ticket using JIRA SD and JIRA software

[rayphvin]

Hi Team,

How we can configure same SLA for Parent as well as Child ticket.

We have two diff projects one is in service management and another one is in software. To create a child ticket out of parent, we have created new project in software.

Now we need same mirror image of SLA for child ticket, whenever we create child for L2 team the SLA clock should follow the same SLA as parent ticket.

How we can achieve this ? Do we need any plugin to configure this ? can we achieve this through scriptrunner plugin ?

[Gökçe Gürsel {Appfire}]

Hi @rayphvin ,

You can do this with Time to SLA.

Time to SLA works with Software projects and JSM projects (Jira Core projects as well!). All you need to do is to add your Software project to the SLA scope and you are done.

If the Software project issues don't have the same statuses available or if start conditions are different, you can define a separate SLA for it too.

What is more, you can see the linked issue SLAs using the Time to SLA custom field in the parent issue ticket, which is very convenient.

Please let me know if you have further questions.

Regards,

Gökçe

Please note that I'm a member of the Time to SLA team.

[Dirk Ronsmans]

@Gökçe Gürsel {Appfire} I knew mentioning TTS was a good idea ;-)

I personally still don't see how an SLA would work in a JSW project (project management wise then) or what the true added value is besides setting a proper due date but customer is king right :)

[rayphvin]

Hi @Gökçe Gürsel {Appfire} ,

Thanks for your suggestions and based on that I am able to configure same SLA for child ticket as like Parent ticket.

But now challenge for me is, the child ticket not following the parent ticket SLA
we have response and resolution SLA for parent ticket but have only resolution SLA for child ticket.

The problem is - Child ticket SLA clock starting when I create ticket out of Parent ticket and it is calculation fresh SLA time. what about lapsed response time ?

e.g

Response time = 1h

Resolution time = 8h

If I get parent ticket at 12 pm and spent 10 mins for the ticket verification and after that I verified ticket, here response SLA will get stopped but resolution SLA clock is still running 

And after 10 mins if I create child ticket out of parent ticket then Resolution SLA of child ticket should be -10 (10 mins already lapsed in parent ticket as response time for verification) so for child ticket resolution time should be 7h : 50 mins

How we can implement this solution ? is it possible ?

[Dirk Ronsmans]

Hey @rayphvin ,

Besides the fact that we'll need to figure out how to have the same SLA on 2 different tickets you already have the problem that an SLA only exists on JSM/JSD projects.

If your child ticket is in a Software project, you won't be able to have an SLA on it.

[rayphvin]

Hi Dirk, 

thanks for the response

but for me I need to have one child ticket for internal teams (say L2 teams) so do I need to create another project in JSD so that I can configure same SLA for child one ?

[Dirk Ronsmans]

That's always a big question.

If the L2 users are indeed also support/operations people but with more expert knowledge I would let them work in a JSM project and not a JSW one.

(if they are developers and you need to assign them work which is managed through an agile methodology that's something else)

You do have several options:

1. As you said, create another JSM project and create linked issues between them. This way you'll atleast have the SLA concept on both projects and we can look further in to how we can get the on similar times. (you might need an app for that like Time To SLA which has more detailed SLA configuration)
2. let them work in the same project, create a custom field (group picker) and just assign the work to the within the same project (through either a linked issue or even just pass on the issue using a group assignment)

That's something I cannot decide for you. I personally like having a single project if the users are working on a common goal but just need to be split up using a group/team membership.