Set SLA to remind when to close a ticket

[Yousaf]

Hello,

I would like to set an SLA metric and an automation with it, that would remind me when to close a ticket.

Basically this is the issue and it has been submitted to atlassian to work on

https://jira.atlassian.com/browse/JSDCLOUD-1861?_ga=2.83261654.1718110344.1529487254-557365248.1493732651

But as long as there is no solution, a walkaround has to be created.

So I saw this method

Here's what you can do with existing JSD functionality. It's not the most elegant solution, not by a long shot but it works:

1) Create an SLA metric, say 'Issue uptime', and configure it to start whenever your agents post a comment for a customer and end when a customer posts a comment. Alternatively you can configure it to start when your issue enters a corresponding status if your project is configured to change issue statuses on comments.

2) Set a target for this metric to 168h (1 week)

3) Create a workflow transition that leads to your "Closed" status. If needed hide it from users using a corresponding condition and add a post-function to set a resolution.

4) Create an automation rule, which will trigger when the above SLA metric is at risk (30m remaining). Make this rule execute the transition you've created and if needed post a comment and/or send an email to your customer.

Hope this helps

The problem here is, that when a customer comments on the issue, the timer stops and does not continue anymore.. So this method is of no use.

I tried to put all Statuses of the workflow involved. Again the problem is, that when a status in changed, the timer starts which is good.. but if after some time the status does change, the timer stops and can not be continued again.. 

So if I would like this to work the way that it should, I would have to create a huge amount of SLA metrics and the issue would be full of clocks..

Is there any other way?

Thanks and best Regards

[Daniel Eads]

Hey Yousaf,

I might be oversimplifying your setup, but based on my understanding it sounds like you could get away with just one SLA and automation rule for this purpose.

SLA

Start: Issue Created
Pause: <none, or particular "waiting for customer" statuses if you want>
Stop: Entered Status: Done (or whatever Closed status is appropriate for this project)

Set the hours for whatever you need. The major difference between this and the example you posted is that this SLA ends when the issue is actually closed, rather than when the customer comments.

Automation

You can use the template for "Keep on top of SLAs" which uses the following criteria:

WHEN -> SLA Time Remaining

(select the SLA you configured)

Choose your Event trigger - at risk or breached

Choose which user you want to alert in the THEN section like you normally would.

If you want to continue getting notifications of issues after their SLAs have breached, you'll want to set up a regular Jira search filter and subscribe to it. Instructions for that are available here. The search will use the name of the SLA you've set up - here's instructions for doing that JQL search.

Cheers,
Daniel

[Yousaf]

Hello @Daniel Eads,

thank you for the suggestion. 

But i´m looking for a way to let the SLA timer to start, when there is no activity. Like when a ticket is in the Open status for 1 year, then we would get an alert.

The problem is that when there suddenly is an activity, then the timer has to start from new.. how can I set that? 

Thanks!

[Daniel Eads]

Hey Yousaf,

I'm not able to totally understand your use-case. For the first part of your comment, sounds like a simple issue search / subscription (see the second part of my answer) is what you might consider. You can set the search to show issues that were created more than a year ago but updated in the last day, as an example. The subscription would send you an email alert for any matching issues.

The second part of your comment is where I got confused. My understanding of the SLA feature is that it was built to start counting immediately in most cases, and then stop when certain criteria are met (the issue is commented on by staff, issue is resolved, etc). As far as I'm aware, it wasn't really intended to be used to start counting after a long period of time like you described.

There are several plugins on the Marketplace that provide some additional SLA features - I'd suggest taking a look at these and seeing if any provide the functionality you need for your use-case.

[Jack Brickey]

Agree w/ Daniel. Also, there isn't a way to "reset" an SLA. It isn't designed to operate that way. However, I do see a UC for that and would like to see it added. 

Vote and Watch here - JSDCLOUD-194 or here - JSDSERVER-194

[Yousaf]

Hello together,

okay so the SLA can not be "restarted" after a certain activity.. 

Then I will have to look for another solution.

I tried it with Automation lite, but that did not work out the way we thought it would.

Regards