Is it possible to set a schedule task to trigger SLAs

[sam siu]

I would like to ask if it is possible to set a schedule task in JIRA service desk to change the status from "pending" to "work in progress" so that the SLA will keep counting.

I'm not sure if the Script Runner supports this or not.

Would anyone give me some suggestions please?

[Alexey Matveev]

You can set a schedule task in scriptrunner either by escalations services or scripted services.

https://scriptrunner.adaptavist.com/5.3.9/jira/escalation-service.html

https://scriptrunner.adaptavist.com/5.3.9/jira/services.html

[sam siu]

Would you mind to give me some suggestions?

For example, the status of the issue is pending(4pm) and i set a task at(11pm), then, the issue's status should be changed to work in progress at 11pm.

Should i add a custom field in the issue?

[Alexey Matveev]

What do you mea by "set a task"? Do you update a custom field?

[sam siu]

Let's say I stop the SLA first by changing the status to pending. I will do my tasks/jobs later so I set a schedule task to make sure the status will changes back to work in progress at a particular time.

[Alexey Matveev]

Suppose, you want to transition an issue to the In Progress status, if the issue has been in Penidng status for 5hours.

Then you should create escalation service. Define JQL like this

status = Pending and status changed to Pending before -5h

Then in Action you should choose a transiton to In Progress status.

[sam siu]

Thanks!

Do you mean i need to set a Escalation Service every time?

Do you think i can create some sub task and use the Script Runner to check the sub task and create escalation service automatically?

[Alexey Matveev]

No, you set the escalation service once and then it triggers automatically on schedule. You provide yoursefl the schdule for the service.