When our customers submit a support ticket, we have a dropdown with a list of "urgency" levels:
Urgent 1
Urgent 2
Urgent 3
etc...
We want to respond to Urgent level 1 within 30 minutes, Urgent level 2 within 90 minutes, urgent level 3 within 120 minutes.
When I create these Urgent levels goals in the SLA project, I am doing something like:
Time Goal: 30m
Issues to display (in JQL): "Time to resolution" < remaining(30m)
Time Goal: 90m
Issues to display (in JQL): "Time to resolution" < remaining(90m)
Time Goal: 120m
Issues to display (in JQL): "Time to resolution" < remaining(120m)
My question is, how do I tether each of these unique 'Urgent' criteria with their respective dropdown value that was submitted? In addition, we would like to monitor this in a Queue and also keep a record of our response times to send to our customers.
Any guidance would be great!
Hi @Derek Kuntz
Issues to display
Is this for the actual goal? If so, you should not be using that as your JQL. Instead, your JQL would be something like this:
Goal | JQL |
30m | Urgency = "Urgent 1" |
90m | Urgency = "Urgent 2" |
120m | Urgency = "Urgent 3" |
Now, if you're wanting your queues/reporting to be reflective of their respective urgency, you could go a few routes:
"Time to resolution" = running()
(Urgency = Urgent 1 AND "Time to resolution" < remaining(15m)) OR (Urgency = Urgent 2 AND "Time to resolution" < remaining(45m)) (Urgency = Urgent 3 AND "Time to resolution" < remaining(60m)) AND "Time to resolution" != Breached()
"Time to resolution" = Breached()
I hope this helps
Very helpful!
This clarified several things for me.
It does beg a follow up question.
I'm assuming this JQL displays a constant running countdown to each Urgency level in the queue? Right now I have to refresh the screen to capture how much time is remaining. Where do I insert this JQL?
"Time to resolution" = running()
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In your queue, you should be able to add a column for Time to resolution which will give a visual indicator of how much time is remaining on the SLA for each issue. The JQL is in the event you wanted to create reports/dashboards.
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