Jira 7.5 Service desk SLA not transitioning

[Irshad Sheik]

SO we have a an SLA in place for client feedback, that once a ticket is marked as resolved and if no feedback after 3 days then the ticket gets moved into closed.

how ever we seeing a number of issues as follows:

we are unsure of what we are missing, the SLA works fine for other statuses, it seems on the status above is causing the issue. Any assistance would be appreciated.

[Irshad Sheik]

Hi guys

so what we found after some digging, the agent/user was actually resolving the ticket, then commenting, which as per our rules should have moved the ticket back to 'in progress'. however it remained counting for the client confirmation SLA because in the automation we have a rule that only if customer is not agent should it move and so this conflict caused the limbo state. 

I have since asked the user to comment before resolving.

thanks @Patricia Francezi for the assistance.

Regards

Irshad

[Patricia Francezi]

weird that i post to you the foundation of the agent as a customer, and it didnt showed here. 

just for your info: 

https://confluence.atlassian.com/jirakb/service-desk-agents-will-be-treated-as-customers-by-jira-service-desk-970264344.html

[Patricia Francezi]

Glad to help you @Irshad Sheik 

:)

[Patricia Francezi]

Hi @Irshad Sheik 

Is it possible to you to share the SLA configuration snapshot?

Per the first snapshot, sounds like the SLA is not stopping due to the lack of "Comment for customers", but I not sure. 

You can also select this status in the "Run stops" column in your SLA. 

[Irshad Sheik]

apologies for the delay, it has been rather crazy my side, below is SLA screenshot as requested

[Patricia Francezi]

Hi @Irshad Sheik 

Your SLA is miss configured considering your goals. 

It starts when the Status "Account Manager - Resolved" is selected, and will stop ONLY if the new status is Closed or comment by customer.

The resolution: cleared means that the "Complete" resolution, right bellow the issue status, if its taken off to stop counting. 

So, if you need to stop the SLA when resolution is set to Complete, you need to select the "Resolution: Set" option in the "Stop" column. 

The clock is still running because the customer didnt comment the issue, nor the Resolution was cleared, nor the status was set to closed. 

I hope this helps you!

[Irshad Sheik]

i forgot to mention that we are using the following automation:

so the issue is being marked as resolved, the SLA is completing but then the transition is taking place to move it once the timer has reached its set time.

the SLA works for other instances, except the example above initially logged

[Patricia Francezi]

If you dont put the "Resolution: Set" in the Stop Column, the SLA will not consider the automation for stopping SLA.

The close automation would stop SLA if the target Transition is "Closed".

If you transition for a different status then Closed, its not going to work. 

In the issue snapshot, the status is not closed, thats why SLA didnt stopped. 

Per the snapshot you sent about automation, i cant conclude what is the transition target.

[Irshad Sheik]

the automation is as follows:

so what we see is that agents are being seen as customers and as such its picking up that if the agent comments, then its recognised as client comment, but instead of putting the issue into "in progress" it just continues counting

[Patricia Francezi]

Well, then we maybe found the issue

Check if the conditios met? - I saw an agent as request participant in the issue snapshot. 

https://confluence.atlassian.com/jirakb/service-desk-agents-will-be-treated-as-customers-by-jira-service-desk-970264344.html

I still think that you might solve this putting "Resolution: Set" in the Stop column.

"Cause

Based on the problem above, the cause of it is because Service Desk Agents are treated as a customer persona and not as an Agent if one of below is met:

• The Agent is the issue reporter.
• The Agent is a request participant on the ticket.
• The Agent is a member of the organization which the ticket is shared with.
• The Agent is an approver of the request.

This behavior is an expected behavior for JIRA Service Desk. If an agent is added in one of above role it will automatically take on the customer persona."