Community resources
Community resources
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- Tag: sla
Tag: "sla"
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Is possible to reset SLA back to zero using Automation? Is possible without using plugin?
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Hello community, I’m trying to include the SLA duration in an Automation email template in Jira Service Management, but the smart value always renders empty. Here’s my current template: Dear c...
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In a JSM project, SLAs are defined based on priority; for priority 'low', 48 hours to resolution are specified. Sporadically, the problem occurs that for tickets with low priority, the SLA displays a...
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I'm planning to purchase a SLA plugins, Can anyone suggest what plugin suitable for my requirement. 1, SLA that can track per statuses transition 2, Can reset the SLA depends on condition 3, C...
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Hi there, I deleted our JSM default SLAs and created new ones. I set them up according to the instructions, but I can't see the SLA counters in the project's queue. What am I doing wrong? Thanks!!!
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Hello, Can someone explain what happens when due date is set or not set in a SLA? Please take a look at the screenshot in the "Pause counting time during..." option or the "Finish counting t...
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Hello, 2 Things RE: SLA's - 1. I am wondering if there is a way to setup pausing an SLA (Time to first response) when the user 'Adds Internal Note' 2. If the Assignee &a...
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He configurado unos SLA a mi proyecto, sin embargo, no es consistente la medición, por ejemplo: Por ejemplo, aplica a todas las actividades en un calendario específico de 8 a 5 y una m...
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I've tried this: project = ABC and "Time to resolution" < remaining("4h") project = ABC and "Time to resolution" = breached() project = ABC and "Time to resolution" = everbreached() pr...
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I have a board with support tickets that have different SLAs for each stage, in this case my main problem is the "first response" sla. I have different configurations for medium and low i...
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If a JSM ticket is waiting for customer to respond, is there a way to send reminder notification to reporter to comment on the ticket after lapse of certain time period?
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Hi all - I am having a hard time trying to fix SLA times. Currently, the times are 7 hours off. A ticket will state Created 7:16, but in reality, it is 12:16 EST. I can't figure out how to get it t...
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Hola, quiero realizar una automatización que se me envien por correo todas las incidencias donde su SLA se venza durante el día de hoy. Y que salga a las 9:00 y 13;00 horas
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Hello, I am facing an issue that I can't solve. I setup SLA, TTFR (Time To First Response), right after a ticket is created by a customer. It should stop as soon as an answer is made by one of o...
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Hi Community - Hoping for some assistance here. I have not been able to find a solution and have hit a road block. I am looking to create a widget in a Jira Dashboard which re...
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Hi community, we are using Jira cloud and have Time to SLA plugin. I want to write JQL to find for example issues which have "SLA name" breached, but Time to SLA does not support JQL's....
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Hello world! I am creating a report that shows Time to Resolve. When I pull reports from Jira, I have an SLA column that reads "Time To Resolve". Its a bit c...
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Hi Community, I'm trying to create a JQL query to find tickets in my project where the SLA "Time to resolution" is less than 5 minutes. Here's what I currently use: PROJECT = SOPINF AND "Time to r...
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Hi Atlassian. I changed the sla, namely I clicked on edit and unchecked the start sla (when assigned) and left it only in progress. My task count started and stopped in one place maybe someone can h...
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Hi There, We want to use the Jira Service Management desk for our customers' needs and questions in SLA. But firstly, we would like to be sure whether everything is fit or not for us. There a...
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I have a few custom SLAs to identify bottlenecks in a process but the SLAs on an issue seem to disappear after a Stop Condition is met. Eg. Start counting time when... Assignee: From U...
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I set up an SLA for approvals: Issue should be approved within 10 business days. The SLA is displayed correctly in the issue view as far as I see. Furthermore, I have 3 automation rules: W...
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I have created 2 Automation rules in JSM. The first rule triggers when SLA about to be breached in the next 15 minutes. The second rule triggers when the SLA has been breached. Both of these rules w...
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...atacenter license. We use the "Time to SLA" plugin to track SLAs for suppliers. The SLA is measured from when an issue is in the "Open" status until it is either "Accepted" or "Rejected" within a 24-hour w...
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Hello, I need advice. I am preparing a report based on the filters that Jira SM offers. I have set 3 SLA goals for request types - Time to first response, Time to resolution and Time to n...
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