Track different status of the same ticket

[Amit.Kumar3]

Hi Team, 

I need a support for below requirement.

For Instance: Issue Type is Complaint, Assignee SLA is 16hrs and Ticket SLA is 40 hrs.

Same ticket (MPF-1) is moving among number of groups, so I want to track different status of the same ticket having date and time. And the current assignee when the Assignee SLA is MET/Breached. For More clarity see the below table

Please let me know is there any automation we can do to get this result or suggest some plugin. Early assistance will be appreciated.

Issue Type	Assignee SLA	Ticket SLA
Compalint	16hr	40hr
Ticket	Group	Current Assignee	Assigned Date	Assignee SLA	Ticket SLA	Assignee SLA Status
MPF-1	A	Amit	1st OCt 2024	-1h	10hr	Breached
MPF-1	B	Ahmed	2nd OCt 2024	2h	4hr	Met
MPF-1	A	Moez	3rd OCt 2024	4h	-2hr	Met
MPF-1	C	Rawan	4th OCt 2024	-3h	-4hr	Breached

[Olha Yevdokymova_SaaSJet]

Hello @Amit.Kumar3 
To solve your specific case where you need to track the Assignee SLA and Ticket SLA across different groups and keep a record of the current assignee, assigned date, and SLA status for each, you may try to use SLA Time and Report, developed by my team.

How to with SLA Time and Report for Jira:

1. Set Up Separate SLAs for Assignee and Ticket

• Go to SLA Time and Report Configuration manager
• Create two separate SLAs:
  • One for Assignee SLA (16 hours).
  • One for Ticket SLA (40 hours).

2. Track Assignee SLA and Ticket SLA Separately

• Configure the SLA goal for the Assignee SLA to start whenever the issue is assigned to a new group/assignee and stop when the assignee is changed.
• Configure the Ticket SLA to track the overall resolution time, ensuring it reflects the total time for the entire ticket lifecycle, regardless of assignee changes.

3. Custom Fields for SLA Tracking

• You can create custom fields to log:
  • Current Assignee: Automatically updated when the issue is reassigned to a new group or individual.
  • Assigned Date: Use automation to update the field with the date the issue is assigned to the current assignee.
  • SLA Status: Use a custom field from SLA Time and Report to track and record the statuses and changes of the Assignee SLA

4. Set Up Automation Rules actions:

• You can create automated action to change status or reassign to anouther user if SLA is breached or nearly breached.

5. Leverage the Change Logs for Date and Status Tracking:

• SLA Time and Report automatically records the changes in SLA status or issue status, so you can see a detailed timeline of each status change in the issue history (change logs).
• You will be able to view the:
  • Current Assignee,
  • Date/Time of Assignment,
  • SLA Status
• The history will provide you with an ongoing timeline that displays the transitions as the ticket moves between different assignees and groups.

6. Create SLA Reports

• Use the reporting functionality in SLA Time and Report to create detailed reports showing:
  • Group, Current Assignee, Assigned Date, and the status of both the Assignee SLA and Ticket SLA. 

[Joseph Chung Yin]

@Amit.Kumar3 

Another option for you to consider is by creating custom fields (date/time data format) for your issues.  Once setup, you can use automation rule to populate those fields based on WF transitions activities.

Afterward, you will be able to conduct JQL filters to either display all of those customfields values per issues.

Hope this also helps.

Best, Joseph

[Valerie Knapp]

Hi @Amit.Kumar3 , welcome to the Atlassian Community and thanks for your question. 

I am using an app for this kind of tracking in a project where I don't have SLA's because it's a business project. 

Basically, my customer wants to know if the issue has done a transition in the workflow on time with respect to a deadline they have set. 

I am using automation to capture the transition time and then I use the app to compare the transition date and time with the deadline. 

Here is the app I use if you want to check it out or install the free trial - https://marketplace.atlassian.com/apps/1211843/time-to-sla 

Best wishes

[Amit.Kumar3]

Thanks Valerie. Actally, I have achieved whatever the result your link is showing. Can You assist me for one point. I want to see the all changed status for the same issue along with date and time in a list view? If you assist on this then my problem will be resolved almost.

[Valerie Knapp]

Hi @Amit.Kumar3 , thanks for your feedback. I'm just using a Filter Results gadget with a filter for the issues in scope with the columns configured to show the Due Date and the actual transition date. I don't know if that will be enough for what you're trying to show.