Jira SLA Help

Question

Hi all,

I'm hoping someone may be able to provide a little guidance. I have a Service Desk project team who would like to set some SLAs that are time specific. ex. Say they'd like the time to first response to be within 2 hours if the ticket is received between 8am and 10am but within 7 hours is the ticket is received in the evening.

This is working correctly if a response happens on the ticket during the day; however, when left overnight and not responded to until the morning, they are seeing some issues.

Use case example: They have a calendar that is set to track from 6:00am-7:00pm and an SLA set for a time to first response to be within 7 hours if a ticket has been opened between 3:00pm-7:00pm. Two tickets were created at 4:06pm and 4:18pm. The 4:06pm ticket was responded to within 4 minutes and the SLA is tracking as expected. The 4:18pm ticket was left over night. In the morning, when it was responded to the 7 hour SLA goal that was showing on the ticket disappears (we have also seen it change over to one of the other SLA goal times as well).

Has anyone ever experienced an issue like this before? Do you think this may be a bug or some kind of issue with their SLA or Calendar settings. I do not have much experience with JQL, but I would think if there was some kind of issue with the JQL statement, it wouldn't work at all.

Example JQL statement: issuetype = Incident AND Urgency = High AND created >= startOfDay("15h") AND created < startOfDay("19h")

Thanks for any feedback!!

Andrej Freeze greenique · Answer

Well my guess would be to check for a variety of things.

1. The SLA must start and continue running, until a certain criteria was met. Therefore your tickets SLA shouldn't disappear unless something has edited the ticket in the background.

2. You need the JQL Query entered for your goals to be in the correct order. The first match from top to bottom will be used.

3. Make sure that (for the query you specified) all relevant tickets are of issuetype Incident and have their Urgency set to High.

If this is all set up correctly it should work just fine 😊

Here is an example configuration, that works on my instance:

Megan Velte · Answer

Thanks Andrej!

Sorry, I didn't really clarify that the SLA doesn't need to be counted during the evening, the pause is ok. But when a ticket is created during one of the defined SLAs, say the 3:00pm-7:00pm window and no one responds until the next morning it is either disappearing from the ticket or being changed to a different SLA. Shouldn't that particular SLA goal remain on the ticket and have the time count as the hours within the calendar since it was opened during that window?

ex. 6:00am-7:00pm calendar, I create a ticket at 4:00pm, it should have the SLA goal of the 3:00pm-7:00pm window applied. I respond to the ticket the following day at 8:00am, so my actual time (the time counted) would be 5 hours.

Andrej Freeze greenique · Answer

Hello @Megan Velte , a calender defines the range of time when some SLA is continuing.

Therefore, if you say your calender is set up to only run between 6:00AM and 7:00PM, the SLA will be paused at 7:00PM.

So if you would like to have your SLA running, but with different times, you need to change your calender into a 24h format.

Afterwards you can create rules for this SLA say, that the top rules sets your SLA to 2h for all issues created within the time frame you specify.

The rules will then be checked from top to bottom to specify a tickets SLA, setting it to the first match.

The behaviour you stated seems somehow odd. Since the ticket was created at 4:18PM, shouldn't the SLA expire at 6:18PM ?