OLA calculation

[Vaclav Pechr]

Hi, 

we are in a process of moving from DC to JSM/JSW and having the following issue. Need to calculate OLA per team in JSM ticket. 

However, current SLA editor does not allow me to use "Response team" as a conditon (in JQL).

I heard SLA editor v1 allows that. Can anyone confirm?

It's a critical requirement

Thx

Vaclav

P.S. not possession of Time to SLA plugin

[Himanshu Tiwary]

Hi @Vaclav Pechr ,

As far as I can confirm, it is not possible to utilize Response team in SLA setup in Jira Service Management Cloud in the current setup. Moreover, I did not find any information in current Atlassian documentation that SLA editor v1 in Cloud supports this. Atlassian documentation regarding current SLA setup in Cloud is focused on standard SLA conditions and JQL-based goals, but there is no information about Response team being a SLA JQL field/condition in current Cloud SLA setup documentation.

One of the possible workarounds is to mirror this team in a custom field that is searchable in JQL and then to create SLA goals based on this custom field instead of Response team or to split this into teams outside of SLA setup itself.

If this is a hard migration requirement from DC, I would recommend you to raise this as a product gap and to discuss it with Atlassian and to explore possibilities of adapting this in a process before performing a migration.

If this answer is helpful to you, please give it a Kudos.

[Vaclav Pechr]

Hi @Himanshu Tiwary , I may not have been very clear. I know that Response team is not a system field, it's my custom field. 

I simply need to calculate OLA per team within 1 JSM ticket using my workflow which is joint for both teams (e.g. L1 = Service Desk, L2 JIRA team), no In progress L1 or In progress L2, just In progress + Responsible team. If incident took 4 hours, I need to know that L1 spent 2 hours and L2 also 2 hours and whether goal for L1/L2 has(not) been breached.

SLA editor allows me Start/ Pause/Stop at certain status but doesn't allow me to extend the JQL condition for my customer field "Responsible team". That's my issue.

JQL condition extension would help solving it

Thx for your response in advance

Vaclav

[Himanshu Tiwary]

Hi @Vaclav Pechr,

If the Responsible team is your own custom field, then yes, your use case is really about being able to use that field more flexibly in SLA goal conditions, so that the SLA or OLA can reflect how long the issue stayed with each team during the workflow.

From what I can confirm, Jira Service Management Cloud currently does not provide enough flexibility in the SLA configuration to extend those JQL conditions in the way you described for this kind of per-team calculation. In other words, while the SLA editor supports start, pause, and stop based on statuses and certain conditions, it does not natively support the level of custom-field-driven logic needed for your L1/L2 split within a single ticket.

So your understanding is valid: what you need would require stronger JQL condition support, or a more advanced way to evaluate custom field changes over time inside the SLA setup.

At the moment, this looks more like a product limitation than a configuration issue.

Possible alternatives may be:

using automation to stamp timestamps when the responsible team changes

storing team-specific elapsed time in separate custom fields

building the reporting outside the native SLA setup

But for native SLA goals in Cloud, I do not see a direct way to achieve this exactly as described.

If this behavior is important for your migration or process, I would recommend raising it with Atlassian as a feature request / product gap.