How can I make an issue acknowledge when assigned?

Question

We have a step called acknowledged, so if the triaging team is busy, they can acknowledge a ticket within SLA guidelines and then get it assigned later. I want to configure the SLA to know that a ticket that has been assigned, is also acknowledged.

How can I make this happen?

Jason Bessonette_zxnmc2 · Answer

I dont understand how that resolves the issue. What I am trying to avoid is forcing the users to do a step after (or before) it is assigned.

If I understand your scenario, they would need to both acknowledge and assign to make it assigned, so that would be two steps.

Is this correct?

Susan Hauth _Jira Queen_ · Answer

Hi Jason,

I think the cleanest and best approach would be to add in another workflow step.  Open --> Acknowledged --> Accepted (Assigned)

And then your SLA can be based on transitioning to Acknowledged.

Susan