Stop SLA Time

Kai_Rehm

We have the following problem:

If a normal Service Desk Ticket is coming in and we are escalating (creating a new ticket in a different project) the ticket in a higher service level (let´s say we have another Projekt for that (developer Projekt)) i want the SLA time from the normal ticket to pause. When the developing team has finished thair ticket, we in the normal first level support tell our customer that everything is done.

So in short: I want to pause the normal SLA time of the ticket untill the developer ticket which has been createt out of that is finished.

Is that possible? Is that possible with Automation for Jira ? We are using that App. If yes, how can I create that?

Olga Videc

Hello @Kai_Rehm 

You can achieve this using automation.

First, have you configured your SLA "pause" statuses? You will need to add a status which will pause SLA, and in witch SLA is running

How to automate this:

First part: Pause SLA

1. Choose a trigger Issue Linked.
2. Then edit issue 
3. Transition issue - to status witch is set as SLA pause

Second part Start SLA back

1. Choose a trigger Scheduled to run every 10 minutes
2. New condition 
3. Related issue condition should match done/resolved
4. Then edit issue 
5. Transition issue - to status in witch SLA is running

OR 

Second part Start SLA back(a different version)

This is for issues from (developer Projekt)

1. Trigger issue Field value changed -> you can use resolution or what you like
2. New condition - > Issue fields condition -> project = "Projekt"
3. Branch rule / related issues -> choose a link type 
4. Add new action under branch rule/linked issue -> edit issue -> transition issue to status in which SLA is running

You can use different triggers.

Also, you will need to limit this rule to both projects(Service Desk and Projekt) 

Add this rule as global and then limit it to projects, don't forget this otherwise it will process al issues in your Jira and it will slow it down.

How to add global rules : 

• System -> Project automation

BR, Olga