SLA for Tickets that have not been updated for more than 30 days

[Deleted user]

I would like to have an SLA for tickets being updated in a timely manner. The SLA should be breached if the ticket is not CLosed and has not been updated >= 30 days.

Any suggestions?

[Kian Stack Mumo Systems · Accepted solution]

Joshua, 

There is nothing you could do to set that up using "SLAs". The tickets need some start condition to know when to begin counting time, and the condition is limited to only specific ticket updates. 

You could construct a filter that would email users when they have failed to update their tickets, but there isn't an "SLA" you could configure to track this.

[Deleted user]

Thank you @Kian Stack Mumo Systems. Yesterday was my first time using SLAs and I read and tested as much as I could before posting this question, but I hoped I was missing something.

[Tomasz Bryła]

You need new status in workflow for this. Next you could use Script Runner to create a Escalation Services.

https://scriptrunner.adaptavist.com/5.0.2/jira/escalation-service.html

[Deleted user]

I don't think a status has anything to do with this. We just want an SLA for when tickets have not had any modifications for > 30 days, but it is okay for the status to not change for any amount of time.

For example a ticket could be in a Holding status for 120 days, but it should have a field updated or comment added every 30 days. That is acceptable here.

[Firas Amer]

If you just want an automated email to be sent out or remind your agents to update tickets, it is easy to set up with automation tools....to actually measure how many times the SLA (update customers on a periodic bases) has been breached I think it is not possible with SD - at least I haven't find anything yet.