Stopping First response SLA when response is not via JSM

[Terrence Martinez]

JSM is a newer product for my organization, and some changes are more challenging to adjust to than others. The big one we are struggling with is meeting the SLA for Time to first response. After some quick analysis, it turns out the team is calling the users rather than commenting on the ticket for the Customer.

We do not want to alter the workflows for the Issue Types or create a new Status for this specific use case. Nor do we want to enter a customer-facing comment after calling them to meet the SLA.

So the idea we've come to is a Custom Field check box for the team to mark when the customer is contacted outside of Jira. We've tried to create automation to update the SLA when it is checked without any luck. Reaching out to the community to see if there are any suggestions for how to make this automation work or if any organizations are in a similar boat, how they handled this situation.

Thank you in advance!

[Mikael Sandberg · Accepted solution]

Hi @Terrence Martinez,

Welcome to Atlassian Community!

SLAs are controlled by the status of the request, so in order to stop the Time to first response SLA based on on a custom field your automation would have to transition the request to a status that stops it. Assuming you are using the standard SLA settings, the automation would look something like this:

 

[Terrence Martinez]

Good morning @Mikael Sandberg 

I appreciate you confirming the information we found. That's what we had come across and were hoping to avoid — creating a Status specific for first contact by phone and working it into the Workflows.  

[Mikael Sandberg]

If you do use a custom field and the agent set it when they contact the customer you could configure the automation in a way that do not need an extra status. All it would have to do is transition the request to a status that stops the SLA, and then transitioning it back to the original status.