SLA in JSM Cloud

[Mélanie Liguet]

HI, 

I want to carlculter SLAs based on the ITIL framework.

I have tried several times but it is not optimal.

Sometimes the SLAs do not trigger, sometimes they no longer appear on the tickets.

Here is the expected result: (ho = working hours)

here is my current attempt

Has anyone managed to implement something similar successfully?

regards

[Marc - Devoteam · Accepted solution]

Hi @Mélanie Liguet 

What are you trying to achieve what is the difference between HO and HNO? I expect working hours and outside working hours

The JQL you are using contain status changed results, this is historical info.

SLA react un current status, so based on your JQL's SLA will disappear, if there is a possibility to revert to the Status "En Cours" in the workflow

If this is indeed possible in the workflow, then this can occur.

You cold simplify this.

Create 2 extra calendars, one that covers the morning from 00:00 till 06:59 and on that covers the evening from 19:01 till 23:59

The just set the JQL for all 3 options to ticket category = Incidents and status changed to En Cours

And set the priority and time target related to the time of day.

[Mélanie Liguet]

I agree that the query is not ideal, it can be improved.

but I don't know how to determine if the incident is created in business hours or non-business hours.
I have created 2 SLA calendars but they are used to calculate the SLA hours.

[Marc - Devoteam]

Hi @Mélanie Liguet 

JQL's could look like;

ticket category = Incidents and created >= startOfDay("-7h") AND created <= startOfDay("19h") and status = En Cours

ticket category = Incidents and created >= startOfDay() AND created <= startOfDay("7h")  and status = En Cours

ticket category = Incidents and created >= startOfDay("19h") AND created <= endOfDay() and status = En Cours

[Mélanie Liguet]

the problem is that we compare to the current date. if the ticket is not resolved within the day, the SLA no longer works.

So I opted for another solution.
I have an automation that fills in a "working hours" / "non-working hours" field when creating tickets. I base the SLAs on this information.