SLA Calculation

[Mikel Whipple]

We have an SLA called "Time to Resolution", it based on how long they have to close the ticket based on the created date in a custom calendar. However we have a status called "waiting on third party", when they choose this there is a transition screen and they have to choose a resume date that is no longer than 2 weeks in the future. This pauses the SLA as part of the condition however the Time to Resolution SLA still shows the clock as being before the resume date. Can we base the SLA clock to add together the resume date plus the remaining time on the time to resolution? 

[Marc - Devoteam · Accepted solution]

Hi @Mikel Whipple 

Simple answer, no this is not possible. SLA are based on the fixed time goals set in the configuration.

Start/Pause and Stop clauses are set, but dates set in custom fields are not added.

You could create a separate SAL the stars when this custom date field has a value set, but as this is set to a variable date, this probably would not provide the result you want.

Or use both SLA and in a automation rule, create a calculation to count both SLA together to get a final resolution time

[Mikel Whipple]

Yeah I didn't think there was but wanted to make sure. Thanks. 

[Alina Kurinna _SaaSJet_]

Hi @Mikel Whipple !

To set up a "Time to Resolution" SLA that tracks the time from issue creation to closure, you can use the SLA Time and Report add-on developed by our team. This tool offers enhanced flexibility and precision in SLA configurations.​

Steps to Configure "Time to Resolution" SLA:

1. Install SLA Time and Report Add-On:

   • Navigate to the Atlassian Marketplace and install the SLA Time and Report add-on.​

2. Define the SLA:

   • Access the add-on and create a new SLA named "Time to Resolution".​

3. Set start condition:

   • Configure the SLA to start when an issue is created.​

4. Set stop and pause (if necessary) condition:

   • Configure the SLA to stop when the issue transitions to a "Done" or "Resolved" status.​

5. Configure working calendar:

   • Define your team's working hours and days to ensure SLA calculations align with actual operational time.​

6. Save and apply:

   • Save the SLA configuration and apply it to the relevant projects or issue types.​

Additional features of SLA Time and Report:

• Real-time monitoring:

  • Utilize the SLA Grid to monitor active SLAs and ensure compliance.​

  • View the SLA Timer directly on the Issue Tab for immediate insight into SLA progress.

• Detailed reporting:

  • Generate comprehensive reports to analyze SLA performance and identify areas for improvement.​

  • Create and add SLA Gadgets to your Jira Dashboard for quick and easy monitoring of SLA metrics.

• Custom notifications:

  • Set up alerts to notify team members of approaching SLA deadlines or breaches.​

By implementing the SLA Time and Report add-on, you can accurately track the "Time to Resolution" and gain valuable insights into your team's performance.​

If you have any further questions or need assistance with the setup, feel free to reach out—I'm here to help! 

Regards!