Help with SLAs in JSD NG

[Paul Benati]

Community,

What's the best way to make this SLA a reality in JSD NG?

This SLA is intended to provide a customer with an update to their ticket at least every 24 hours even if the update is simple like, "We're still working on your ticket."  Exceptions to this 24 hour period are:

1. If our agents are waiting for a customer to provide us information (i.e., waiting for customer)
2. If we've arranged with the customer to take action some time in the future (i.e., scheduled)

I would expect the following ticket to show approximately 10 hours remaining on the 24 hours Response to Customer SLA, but instead it's showing approximately 12 hours over the SLA.

What am I missing?  Thanks!

[Angélica Luz · Accepted solution]

Hello Paul,

Thank you for reaching out to Atlassian Community!

When using an SLA to send an update to a customer, it's necessary to also use automation to send this update. The SLA itself doesn't generate a notification.

Also, the SLA has an error because you added "Comment: For Customers" on both Start and Stop and Jira won't know what to do when a comment is added, so please, remove the "Comment: For Customers", otherwise the SLA won't stop.

After fixing the SLA, you can create an automation to send a notification when the SLA is about to breach. To create the automation, please go to Project settings > Apps > Project automation.

Regards,
Angélica

[Paul Benati]

Angélica,

Thanks for the response!

The problem is that Comment:  For Customers is both a start and a stop event for the SLA.

Said another way, we want to remind our associates that a customer requires a message from us at least every 24 hours.

How can we achieve that?

[Angélica Luz]

Thank you for the details, Paul.

I just found out that the new automation in Jira has a Scheduled rule, so the automation can send notifications every 24h hours.

Please, check the "Scheduling tasks" on the documentation below for more details:

• https://www.atlassian.com/software/jira/guides/expand-jira/automation

You will have to create the automation based on the status or other information on the ticket. You can add, for example, an internal comment that will also generate a notification for the watchers of the ticket.

[Paul Benati]

Angelica,

Yep, I've leverage that capability and now have a functioning SLA as outlined above.  Thanks.

-Paul