SLA for yearly Audit of access requests

[danna deaton]

We have a requirement where every Access request has to be audited a year after the issue is closed, to verify if the user still needs the access.  I have created a filter that pulls in everything older than a year, however when I add it to SLA it never shows up as a timer on any of the issues.  This mean the Automation I set up to change the status of the issues from Resolved to Audit when SLA is breached doesn't happen.  I have tried several iterations and combinations, all of which pull up issues but never work as SLA.  I even tried just "issuetype = "Access" AND cf[20523] = "Toolchain Access Request (CI)"" which should have showed up on hundreds of issues, but didn't.

Here are some of the things I have tried:

1d to goal
project = CI AND issuetype = "Access" AND cf[20523] = "Toolchain Access Request (CI)" AND resolved <= startOfDay(-52w)

1 hour to goal
project = CI AND Issuetype = "Access" AND cf[20523] = "Toolchain Access Request (CI)" AND status = "Resolved" AND resolved <= startOfDay(-365d)

8760 hours to goal
project = CI AND Issuetype = "Access" AND cf[20523] = "Toolchain Access Request (CI)" AND status = "Resolved" AND resolved <= startOfDay(1d)

I have attached the portion of our workflow that pertains to this and a sample of the SLA I crated using the most simple filter, which still didn't work.

[BK Paton]

Hey Danna,

Maybe you could add an additional step to your workflow that represents a waiting state.

Then use automation for when an issues is moved to resolved to move it to waiting.

Then your SLA could be setup to start when an issue is created or enters waiting, and stops when it’s resolved. It would have a single goal for 365 days.

This would mean that each ticket would need to be reviewed 365 days after it was last resolved.

Could this work?

Cheers,

Ben.

[danna deaton]

I wish I could, but cannot for 2 reasons.

1.  Users like to see their issue is "Resolved"  when they see it in any other state they still think something needs to happen. Over 20 years in IT Helpdesk Support has taught me to plan for the lowest level of comprehension.

2.  It has to be audited EVERY year, not just the first year.

[BK Paton]

Totally understand. 

1. There is no reason why you couldn't change it up. So have a status that represents it being check, then the automation could move it to resolved. 
2. What I have proposed should be cyclical. When the automation moves it to resolved, the SLA will start trigger will fire again, restarting the SLA. Then when the Agent moves it to the checked status, the SLA will stop.