Comment from different department

[Matthew Young]

Hey all,

So I'm still trying to figure out what I really want to do, so bare with me.  Ok, so far I have created an SLA that's basically a TTFR.  If an issue is created a timer starts, and the timer stops when someone comments on the issue.  

My final goal is to have a timer start when a comment is posted from a different department than my own, and then have the timer stop when someone from my department adds a comment.  I see in JIRA that people are put into different "teams" with my company, but I don't know how I can reference/track that information.  I'm still very new to Jira.

All help is greatly appreciated!

[Petter Gonçalves · Accepted solution]

Hello Matthew,

Thank you for raising this question.

Per your description, it seems that you would like to start/stop the timer based on the group of the users that commented on the issue. This operation is not involving any customers, but only internal users from different departments. is that correct?

Unfortunately, JIRA SLAs only differentiate comments in For Customer or By Customers, so you can not choose comments to use Start/Pause in a per group/department basis.

My recommendation to apply a similar functionality for your Service Desk would be to require the users of your site to use Transitions instead of Comment on the issue to give their feedback, so you would be able to differentiate both users actions and start/stop the timer.

Explaining better:

1 - You can configure two statuses on your workflow: One should be used when someone from your department wants to give any feedback on the issue and another one when someone from a different department needs to put a feedback.

2 - To ensure that both users could only see their respective statuses, you can use the condition User Is In Any Group on your workflow to hide the irrelevant transitions. Let me know if you need more instructions about it

3 - Configure your SLAs to start/stop in the status you want

P.S: Additionally, you can configure a workflow property to block your users to add comments on the issues directly, requiring them to transition it to give their feedback.

Please, let me know if this makes sense to you.

[Matthew Young]

Hey @Petter Gonçalves this is a lot of great information, thank you! So let me know if I'm thinking of this correctly.  What I'm trying to do is create an SLA to track comments from other departments, but that's not possible.  What I COULD do though is create a workflow that transitions a ticket into different statuses when comments are posted and then track those statuses with the SLA?  

[Petter Gonçalves]

Hello Matthew,

Actually, my recommendation would be to enforce users to transition an issue and use the comment box in the transition screen to put their feedback, so you could configure the SLA timer based on the status it was transitioned to.

The instructions I explained in step 2 are to ensure the following behavior:

The users from other departments can only see the transition to start the SLA timer, while the users from your department can only see the transition that does not start the timer.

Additionally, since the SLA timer condition can only trigger when you transition the issue, I suggested you hide the option to simply comment on the ticket to ensure that your department is using the correct steps to give their feedback:

P.S: Additionally, you can configure a workflow property to block your users to add comments on the issues directly, requiring them to transition it to give their feedback.

Please, let me know if it is clear for you, Matthew.