SLA Configuration

[ALINA NURLAN]

Hi, Atlassian Community 

I would like to ask regarding SLA's configuration, Here is my flowchart for the case:  

I have already configured SLA's, once it is work in progress status, but currently I am stuck, where the issue is Escalated to the level 2 and 3 support, the agents should have time to done by the end of the working day, which is 6 pm. But if the ticket was opened after midnight, the SLA should be by the end of the next day, so what JQL's should i add and my time goal supposed to be 9h?  

I have tried the following JQL query: project = JSM AND created > startOfDay(0h) AND created < startOfDay("+6h") , but my SLA still shows 15m

I am really looking forward for reply! Thank you in advance!

[Kris Dewachter]

Hi @ALINA NURLAN ,

I'm not sure if i understand fully what you are trying to accomplish. 

I would create an automation rule that is triggered at 6 pm, collects the unresolved tickets, and escalates them to the level 2, 3 teams.

Best regards,

Kris