Update SLA time when a ticket field is updated

[Raul Gongora]

Is there any way to update the "Time to first response" already calculated when SLA criteria changed (for example when a priority was initially set up to low (8h) and updated later to high (1h) )?

[Bill Sheboy · Accepted solution]

Hi @Raul Gongora 

Would you please clarify what problem you are trying to solve?

The time to first response is a time measurement (created to action), and the SLA criteria you note are evaluations of that time measurement.  They do not alter the measure of time, correct?

Thanks, and best regards,
Bill

[Raul Gongora]

Let me clarify Bill. 

I have an SLA goal for specific criteria: 1h when the ticket has a low priority and 30m when the priority is high. When a member of our help desk team updates a ticket created with low priority within 50 minutes after its creation, the TTFR goal shows that the ticket was responded to within 1h (green checkmark).

After that, the ticket is re-evaluated by another member of the team, and the priority could be changed to high (30 minutes).  However, in this case, the SLA still shows that TTFR is within 1h and not 30min.

I hope it will clarify my point,

Thanks

[Bill Sheboy]

Thanks for clarifying, Raul.

You may want to submit a support ticket on this.  As you are site admin you should be able to do that here: https://support.atlassian.com/contact/#/

Your scenario seems like a normal use case (re-prioritization) and that field appears not to be a time measure (perhaps a calculated field based upon the JQL driving your SLA), so perhaps it does not get directly edited.

[Gökçe Gürsel {Appfire}]

Hi @Raul Gongora ,

You can do this with Time to SLA.

You can define your SLAs with different priorities and when the priority is changed, Time to SLA automatically recalculates the SLA based on the new priority. It's that easy!

Time to SLA also has detailed reports for your SLAs, a Periodic Met vs Exceed Gadget so that you can stay on top of your SLA statistics and so much more.

Please let me know if you have further questions.

Regards,

Gökçe

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

[Raul Gongora]

Thanks, Gökçe.  I will try this component.