Ongoing Response SLA

[Vidhi Raman Chandra]

Team

I am looking to implement ongoing response as per SLA where a customer will get updates on a P1 every 1 hour as long as the incident is in progress .

How can this be achieved? 

Example

Priority 1  and Status is in Progress  

Initial response is met 

Now the Ongoing will start where after every 1 hour we must share a status with customer until resolution .

[Vidhi Raman Chandra]

@Jaime Escribano 

Thank you ! I am trying out features in Jira.  I would hate a templaty response and would rather have a SLA or nudge to track where a human can add the updates considering its a P1.

I dont have ROVO , will have to explore that. So as i understand within Jira there is no way to add customized recurring SLA clock to a case ?

Cheers

Vidhi 

[Jaime Escribano]

Hi Vidhí! Welcome to the community!

You should be able to achieve this by using an out of the box JSM automation.

Go to your project settings -> Automation -> Create a new rule.

We have two main options:

1. If you have ROVO and are willing to use it you can make a call every hour to an agent and ask him to include a comment with the progress made in the last hour.

Do this if you need your comments to be dinamic and change over time.

2. If you do not have ROVO or do not trust it enough to handle communication you can include a generic comment with the status of the issue. We can use smartvalues to make it a little more dinamic for the end user.

Do this if you are ok with more "templaty" comments. 

You could also add conditionals to add different comments depending on the status of content of your issue's fields. Let me know if you need help with that!

In both cases the key is getting the Trigger and the Comment just right :)

For your trigger:

• Make sure you get the JQL Right - Rathen than using specific statuses you might prefer checking if the Resolution is empty. This would work if you update the resolution when solving the incident (which is the best practice ;) )
• Mark the "Perform this rule for every found issue" box
• Unmark the "Only do this for issues that have changed in the last hour" box

For your comment:

• Allow for duplicate comments to be added. If not the automation might execute without adding communications. No communication means no transparency means customer dissatisfaction.
• Make sure your visibility is public