Subtracting time spent in one SLA from another SLA

[Ivan Donigevich]

We have sequential statuses 1-2-3 and "time to resolution" goals set for each status (goal 1, goal 2, goal 3). For some reason time spent in frame of status 1 goal decreases time available for status 2 goal and so on for the previous and the next status.

"Begin counting time when" is "Entered Status". 

Any advice is highly appreciated. 

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Ivan,

Do you think you could paste in your SLA Set up? 

Susan

[Ivan Donigevich]

Hi Susan,

Please see the attached.

[Susan Hauth _Jira Queen_]

Hi Ivan,

That's not really a great way to manage your SLA.  If your issues transition from for example "awaiting security approval" to "Ready for Duo..", then the SLA will attempt to recalculate itself because it's now in a new status and yet still meets the start condition.

Do the above statuses transition to each other?  This will cause problems.

Susan

[Ivan Donigevich]

Hi Susan,

The transitions are in the order mentioned in the goals. The "Begin counting time when" is expected to work as a new counting out from its zero (or with a shift for penalty time if SLA is breached in the previous status) against a new goal of a new status and the previous counter is stopped as it's left in the left status.

Should anything else be added the the configuration to get such a scenario?

[Susan Hauth _Jira Queen_]

Hi Ivan,

The SLA won't recalculate/restart/recalibrate.  It needs to be fixed from step A to step B (with pauses allowed).  Then based on the criteria determines the actual length of the goal.

I think the best way is to have 4 SLAs.  The first one 3 minutes that starts on the first step and stops on a different step, then the other ones would be 1 minute, starting on their own step and ending on whatever step is in the workflow. 

I searched around to see if anyone had a solution that would work as you describe and did not find anything.

Hope this helps

Susan

[Ivan Donigevich]

Hi Susan,

Thank you a lot, the approach works. 

BR,

Ivan