When an Incident is closed, I need to know how much time is left on the Time To Resolve SLA clock

Peter Harris_ao0eik

So, my workflow is :

- Create Incident

- Investigate Incident

- Identify as a bug and create a Problem

- Close Incident, future work carried out via Problem.

 

What I need to do is either extract the amount of time left for the Incident TTR SLA and take that off the SLA goal for the problem, or record the amount of time left for the Incident TTR SLA in the Problem, and do manual SLA reporting/tracking.

 

I do not have ScriptRunner, but I do have Automation for Jira plugin. Any pointers on how I might do this please?

Thanks

Evan Golden {VisualScript}

Hello Peter,

 

You can do this with the VisualScript for Jira add-on.  With the marketplace app, you can find the relationships of your data in Jira, in this case service desk, and create visual reports inside of dashboard gadgets.

For your reporting needs, we have created SLA reports that query any and all SLAs.  We can find average time, time remaining etc. 

It sounds like what you require is a report that searches open problems, and gives you the remaining time per problem before you breach TTR SLA?

One example is that you can create a grid with shapes (representing each problem).  Columns can be workflow statuses, and rows can be anything (ie priority).  Inside each shape you can include other attributes (summary, assignee etc).  Also you can include time remaining until TTR SLA breaches.

Additionally, you can have a second table in the gadget that gives you the average time to resolution across all problems if needed.

FYI - I work on the product team for the VisualScript Atlassian Marketplace Apps.

 

Hope this helps

Evan