Remaining SLA for a specific type of tickets

[Muhammad Ramzan(Atlassian Certified Master)]

I have something unique requirements. 

I am configuring SLA to make sure a Service were Up 99% for example.

We have the target time for that type of service 1 hour whole month. Any ticket received for that service it should be fixed within one hour but this one hour is not for that ticket only , its for whole month.

Example:

Ticket type : Incident

• I received ticket 1 my sla should begin : time to resolution: 60 Minutes
• I resolved the ticket in 5 minutes and i consumed 5 minutes from the whole one month , reining time for me is 55 minutes.
• Now when i will receive next ticket for incident , SLA should show  start with 55 Minutes not again with 60 minutes.

Is there a way to configure this or i can generate a report at least to know how much total time i spent on this sla for one month.

[Gökçe Gürsel {Appfire}]

Hi Muhammad,

I don't think JSD SLA offers such a feature. However Time to SLA does offer such a feature with the help of a custom script. TTS has the "dynamic duration" feature that allows users to set SLA Goals on the issue-level and for your use case you can set this field with a script dynamically to reflect the remaining SLA Goal for the month after the "used" SLA working durations are subtracted. You can check out the documentation.

I'm from Snapbytes and we can help you with the script as well. Let me know if you're interested or you can open a support ticket through the customer portal 

Regards,

Gökçe

[Muhammad Ramzan(Atlassian Certified Master)]

let me try this

[Muhammad Ramzan(Atlassian Certified Master)]

Thanks for referring it, but it looks buggy adon. When i am trying to create the SLA and selecting the dynamic duration for SLA goal, its asking to select the custom field. Its already there but not able to select any field.

[Gökçe Gürsel {Appfire}]

Hi Muhammad,

You need to create a TTS dynamic duration field through Time to SLA top menu > SLA fields> Add custom field > TTS duration field. After this, you can select dynamic duration field.

Fora more detailed explanation you can refer to our documentation 

[Muhammad Ramzan(Atlassian Certified Master)]

There are 3 fields there but not showing any one.

[Gökçe Gürsel {Appfire}]

The custom field needs to be "TTS-Duration field" type. Could you select Add custom field and then TTS-Duration field?

[Muhammad Ramzan(Atlassian Certified Master)]

Thanks , yes i can see the field now. let me eveluate it

[Muhammad Ramzan(Atlassian Certified Master)]

Thanks its good plugin but not fulfilling my needs.  My requirements are first ticket is created and if its consumed 5 minutes, For next ticket remaining SLA should be target - last spent time on previous ticket. I tried the dynamic value but its generating same value for every new ticket.

[Gökçe Gürsel {Appfire}]

Hi Muhammad,

You need a script to dynamically sum up the working durations of finished SLAs and then subtracting it from the overall SLA goal during a post function. I'm working on the script. I'll share with you when it's ready.

[Muhammad Ramzan(Atlassian Certified Master)]

That's great, thanks for this. I have ScriptRunner and can easily achieve this. Just need the SLA information how to get them. If i have those i can manage them.  

One important point here is , I will need the live SLA spent time because  here is my logic which i will implement.

I will create an escelation service which will run every minute and do following

• For each ticket will check any exsting tickets with same criteria created in a month.
• Get the time spent SLA run time either sla is stopped or not 
• Sum up the time spent and then update the custom field (SLA Goal)

The most important question is , can i get the run time sla information or only once SLA is finished. 

Or i will create post function as you suggested. 

[Gökçe Gürsel {Appfire}]

Hi Muhammad,

To get SLA information you can use our Groovy Scripts: Here 

You can get SLA information while they're still running but for your use case I recommend only using finished SLA information which you can obtain by running a JQL search in the script. We recommend the following steps:

- Add a custom script post function in the create transition

- In the script run a JQL search for issues that fit your criteria and have finished SLAs  (you can use our search functions: https://confluence.snapbytes.com/display/TTS/SLA+Search+3.0+JQL+Functionalities)

- Get the working duration of these issues, add them up and subtract them from 1hour

- Set the dynamic duration field for the issue

- As soon as the issue is created SLA will start counting.

Getting the working duration while SLAs can cause tricky results but you can customize the JQL search as you wish.

I'm working on this script as well. I'll update you when it's ready.

[Gökçe Gürsel {Appfire}]

Hi Muhammad,

Check out our documentation ( Shared SLA Goal ) regarding how to set a "shared" SLA Goal. This page includes a step by step instruction on how to set up an Uptime SLA.

The script that I've mentioned in my previous messages is there.

Regards,

Gökçe