About change timing for SLA specific request.

[Carlos Ramirez]

When I change the time for attend a specific request type in SLA, all the timing for all this request type change.

Do you know if there is a way for not change all the timing for the issues that are running.?

I would like to reduce the timing for some specific request, but if I change it, all the times would be modify.

Thank you-

[Gökçe Gürsel {Appfire}]

Hi @Carlos Ramirez ,

Your use case can easily be addressed by Time to SLA.

All you need to do is to add a JQL condition to your SLA configuration and your old SLA data will be unaffected by your change.

Also, With Time to SLA, you can regenerate your old data as well. So you'll have your new SLA configuration in effect for newly created issues, and also your historical SLAw will be preserved. - Pretty cool, huh?
You can also search your SLA based on the SLA Target date in the issue navigator so that you won't miss the SLA deadlines.

Time to SLA has many unique features that can help you meet your SLA deadlines easily.

Please let me know if you have further questions. 

Cheers,

Gökçe

Please note that I'm one of the members of the Snapbytes team.

[Zoryana Bohutska _SaaSJet_]

You can try SLA Time and report. This add-on lets you set a separate SLA config with time goals for the issue you need. To do it, create a new configuration and filter this request in condition. For example, you can type the name or any other field that is different for this issue. So you can change the SLA time goal for specific requests.

Hope it will help

[Carlos Ramirez]

Thank you Zoryana I am going to try it next week.

Regards a nice weekend

[Flavien Gache]

Hi Carlos.

You need to restrict it with JQL, like this.

If you want to change it for one request type, you need to change the JQL I put on the right with something like : 

"Customer request type" = "I want to declare a bug" 

If you want to discriminate on a specific request type for example.

[Carlos Ramirez]

Hi Flavein and thank you.

I have that way you show me on the JQL.

And this apply for an specific request type.

All the closed issues are below this rule of timing. But if I change the rule, all the timing for this specific request type is going to change.

For example:

I have this SLA for this issuetype. The SLA is 16 hrs.

If I want to reduce the time for attend this issuetype from 16 hrs. to 10 hrs. When I do the change, all the timing for all this issuetype is going to change.

So, I want that the issues that are closed for this issuetype dont have change in the timing and this new SLA applies for the new issuetype.

Thank you