SLA to provide hourly updates on an issue

[Bronagh Quinn]

Hi,

Hoping someone can help me out with setting up an SLA.
The SLA is to provide an hourly update to the client when the issue is not resolved.
There will be a number of statuses where this SLA will be applicable.
I need to ensure the SLA timer is reset everytime an update is provided. 

What is the best approach to handling this?

Thanks

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[Meck]

Hello Bronagh, 

I didn't understand what you want to create, but lemme try help you.

SLA at JSD is very simple.

1. You can setup the SLA based on JQL (type, company, etc) and you can setup a calendar too, like this:

image2016-6-6 22:48:26.png

2. And you can setup the status to start, to pause and to stop.

image2016-6-6 22:49:13.png

3. And it's only this. 

Lemme know if I helped you.

Regards,

Lameck.

image2016-6-6 22:48:26.png

image2016-6-6 22:49:13.png

[Bronagh Quinn]

Hi Lameck,

THank you very much for your resaponse.

The SLA I am attempting to implement is to 'Provide hourly client updates' while the ticket is 'In Progress. It may restart multiple times in one ticket. i.e. if the ticket is 'In Progress' for 8 hours then we must provide the client with 7 updates.

The start for this SLA will be when the ticket transitions to 'In Progress' and the stop will be when a comment which the customer can see is added. Where I am having an issue is restarting this SLA after the comment is added.
Basically it should transition back to 'In Progress' and the hourly counter is reset.

I hope I have explained that ok! Would appreciate any other feedback you have. 

Bronagh

[Meck]

Hi Bronagh,

My english is not very good, but I think I can help you. So let's go...

Lemme try help you.

First of all, you need create a automation, like this:

1. When a comment is added to an issue, this rule automatically transitions the issue so it's clear who it's waiting on. Like this image, it is my configuration, you can do it different than this.

   image2016-6-7 0:57:19.png

   
   And you can do it at:
   1. Click on project settings
   2. Click on Automation
   3. Click on Add Rule button
   4. Select transition on Comment
   5. You're welcome to setup as you will

To add a comment when the SLA is running, you should use this automation

image2016-6-7 1:5:12.png

But you can do it only at three situations

image2016-6-7 1:6:45.png

I think you need do this with my first reply. Right?

If you have any doubt, please lemme know.

Best Regards,

Lameck.

[Bronagh Quinn]

Hi Lameck, 

Really appreciate your help here. 

I have the SLA set up.  What I am trying to do is to reset that SLA multiple times if necessary

 2016-06-07_16-30-55.jpg

So by providing an update to the client I have met the update SLA.  But now I have to update the client again within 2 hours. I will have to update the client every 2 hours while the status remains in progress. 

Thanks
Bronagh 

[WasimBuden]

I have the exact requirement.

[Bronagh Quinn]

Hi @WasimBuden , 

Unfortunately I have never gotten a solution to this issue. 

When we have a P1 issue (Which thankfully is not very often) we just go through the comments and manually check that there was a client update every hour. 

There is an open JIRA request to implement the ability to reset an SLA timer: 

https://jira.atlassian.com/browse/JSDCLOUD-194 

Bronagh

[WasimBuden]

Hi @Bronagh Quinn  see if this helps : https://community.atlassian.com/t5/Jira-Service-Desk-questions/SLA-reset-Client-update/qaq-p/1322698