SLA doesn't trigger when ticket is auto-assigned from portal

[Lois Graham]

I have an SLA rule meant to identify if a ticket is assigned within 10 minutes of creation. It works for tickets that do not auto-assign but if a Request Type is given an assignee value upon creation, the SLA doesn't trigger.

Goal 10m "all remaining issues"

Conditions: Issue Created

Finish counting: Assignee changed, Assignee from Unassigned, Entered status Rsolved

[Dave Theodore [Coyote Creek Consulting]]

Can you post your JQL for the offending SLA? You likely need to make a change to it.

If you have something like "AND assignee IS NOT EMPTY" -or- "AND assignee NOT IN (name1,name2,name3)"  in the JQL, that would be the issue. Somehow you are requiring the assignee be unassigned in the SLA.

[Lois Graham]

Since this is in the Cloud, I don't have a full JQL statement available to me. It just says "All Remaining Issues".

[Aashutosh Kumar]

Hi @Lois Graham 

You can set SLA like below

TIME GOAL: 10M
JQL=assignee is EMPTY

Start counting time when = Issue created

Finish counting time when = Assignee: From Unassigned, Assignee: Changed

[Lois Graham]

I think I tried that but I'm not sure what to do about the "all remaining issues" goal that is also created (that I cannot remove).

[Aashutosh Kumar]

you can set blank target for  "all remaining issues" 

[Lois Graham]

Ahh ... yeah I didn't think about BLANK targets.

I created the rule and then put in a ticket. Before it is assigned, the "Time to Assigned" SLA is counting down.

Once I assign it though, the "time to assigned" SLA metric disappears from the ticket's view.

[Aashutosh Kumar]

Great to hear this, Please mark the answer Solved, if it solved your query.

[Lois Graham]

It didn't solve it though ... it causes the SLA metric to disappear from the ticket.