Having Issues with SLA

[Andrew Huster]

Good Morning,

One of my projects is a suggestion portal for the company. Users can 

anonymously submit tickets and there is a team who handles going through all of the suggestions.

With these suggestions, some are fairly easy to handle, but others may take quite a bit of time/planning. The agents within this project asked me if I could make tickets that have different SLA lengths to reflect the type of request. There is a short term SLA and a Long Term SLA. I have all of the different Status labeled in their own section, where there is a Short path and a Long path to follow, but the time to done has been acting weird. 

My guess is its the jumbled mess that is the workflow causing issues. Below are pictures of the SLA times and the monstrosity that is my workflow. 

I wanted to ask if something like this is possible. With tickets having different paths to take for the amount of time they are expected to take. 

[Walter Buggenhout]

Hi @Andrew Huster,

If your path's to done both end with a transition into the Completed status at the end, this might get a bit difficult to oversee. The SLA timer will stop running when an event occurs, typically the transition into a status or the resolution being set.

If you can consider both as having a different target for the same SLA (Time to Done), you might be able to use clever JQL criteria to separate short and long running suggestions.

Assuming that for the long running ones, your tickets pass through a status not used by the other ones, a JQL like the following can help you determine different target timings:

status = "On Hold (Long)" OR status WAS "On Hold (Long)"

This example assumes that every ticket in the long process passes through this status and can be considered as such as a result. If this is feasible depends on how you steer your process.

I can imagine if you could take a bit more control if you actually mark your suggestions during the initial review stage as long or short (e.g. using a bespoke custom field you set up for this). Then you can set SLA targets through filters based on that field.

Hope this helps!

[Andrew Huster]

Hey Walter,

Thank you for the response, the workflow for both did in fact end on the same completed status. I created two different ones for the Short and Long types of tickets. Now the test ticket that I created has the correct SLA assigned, but in the Project Que, the Time to Done is empty.

It is up to the agents to determine the length of the ticket. The user submitting the ticket does not have the option to choose whether or not it will be long or short. Since it will be up to the agents to figure out what needs to happen for each one, so they assign it after it has been discussed.