SLA for assignee group

[Luca Andreatta]

In our project we have two groups that can work on the same issue, regardless of the status of the issue.

I want to track the time that each group (we have a custom field for this) works on the issue using SLA, is it possible? What is the best way to achieve that?

For example:

• issue is created an assigned to Group1 at 9:00
• issue is assigned by Group1 to Group2 at 10:00
• issue is worked by Group2
• issue is assigned by Group2 to Group1 at 11:00
• issue is closed by Group1 at 13:00

The time consumed by Group1 is 3 hours.

The time consumed by Group2 is 1 hour.

We could have a SLA for Group1 of 2 hours and a SLA for Group2 of 1,5 hours, so Group1 is out of SLA.

[Gökçe Gürsel {Appfire}]

Hi @Luca Andreatta ,

For your Jira Server and Core Software, Core and Service Desk projects, you can use Time to SLA.

For your assignee groups, you can define date fields when they start and end their work(Automatically populated when a group starts/ends their the work) and use these fields to define SLAs.

Later you can use the SLA for reporting purposes.

We also have Enhancer Plugin for Jira, which has two special custom fields called Time between and Time in Status which measure the Time spent between two statuses/events and in a particular status. Also, Time in Status field gives you the drill down information on which assignee spends how much time in a status.

Please let me know if you need assistance with the configuration.

Cheers,

Gökçe

[Mariana_Pryshliak_Saasjet]

Hello @Luca Andreatta 

There are 2 add-ons that can be helpful!

Time in Status for Jira Cloud calculates how much time it takes for each user group to solve an issue. To get this info you need:

- In columns, choose Assignee time report;

- Configure user groups;

- Filter tasks by the "Support" project (including tickets from the Service desk).

SLA Time and Report can solve all your requests, described above!

You just need to create a separate config for each issue and choose Start timers as a custom field that responded to your assignment group and status. 

If you have any additional questions, please, contact our support team: support@saasjet.com, and we will answer all your questions!

Best regards, Mariana

[Luca Andreatta]

Thank Mariana for the suggestions, SLA Time and Report seems very good, but I cannot find a server version. Am I missing something?

[Mariana_Pryshliak_Saasjet]

No, you are not. We don't have a server version.

But you can try Time between Statuses server