How to define Customer comment SLA

[Ran Wronsky]

Hello,

I have a project in which want to set 2 SLAs.

The first is simple for first response on a ticket and is time based, using creation and exit criteria is entering status which does the job great.

The other is a bit more challenging to do:

I'm trying to have a SLA of 1 hour to assure the customer is getting an update every hour at the latest, for as long as the ticket is open (not done)

When selecting start counting time when comment: for customers, and finish counting when status entered is done, I see no SLA on my project queue.

I assume a comment in the "Reply to customer" will address any "customer" as I have no such field used at the moment.

Any help will be appreciated.

[Jack Brickey]

hi @Ran Wronsky , if I understand your end goal you want to notify the agent if they have not updated the customer within an hour. Is that a correct restatement of your goal? If so then I would not do this with an SLA, and in fact you cannot. Rather, II would use Automation. 

1. create a custom date field and name it as desired, e.g. “last customer comment”. 
2. create an automation rule that triggers when a comment is made to an issue and add a condition that checks if the comment was public 
3. if so the update the date field with now()
4. create another rule that runs hourly with a condition to check if the "last customer comment" is <= {{now.minusHours(1)}}. if so an action would email assignee

this is just an idea that will need refinement and testing. i think you will also want to have conditions where the status is not waiting for customer possibly. or you need to consider certain transitions as being notifications to customer.

[Valerie Knapp]

Hi @Ran Wronsky , thanks for your question.

I had a look in the Automation library and I wondered if  some variation of this rule might work for you - https://www.atlassian.com/software/jira/automation-template-library#/rule/1357152/25938854 

So here ^, you could have an SLA that is hopefully for a small number of issues called hourly update, and if the issue isn't updated with a customer comment within the hour, to be breached and to send a slack message to your team prompting them to reach out to the customer.

Would that work, do you think?