nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Last Updated / Update Frequency SLA

Emily Lukasik

For our Jira Service Desk, we have a contractual agreement that for open bugs a status update needs to be provided every X business hours (varies based on severity).

Is there a way to establish an SLA around this, that resets every time a new Comment (for the customer) is added, until the ticket is resolved?

Ideally I'd like it to be a SLA so I can see the countdown clock on how long until we need to do our next report out. But if that's not possible my second option would just be an alert that goes out.

Accepted answers

All comments

Zoryana Bohutska _SaaSJet_

Hi @Emily Lukasik

How to set an alert Jira Service Desk you can find here https://support.atlassian.com/jira-service-desk-cloud/docs/set-up-notifications-for-your-customers-and-team/

But, in case you want to set SLA time with alarm for Jira Core or Software issues, you should use a third-party app. One of them is SLA Time and Report, and it allows to set custom triggers and export data.

Best Regards

Emily Lukasik

Hi - I looked at your SaaSJet plug-in. Does it have the capability to manage the scenario I describe in my post? I do not see this in your documentation.

Zoryana Bohutska _SaaSJet_

Hi,

If I understand you correctly, you can set notification after breached time limits at the Triggers setting in the configuration menu

Please, let me know if I misunderstood you.

Emily Lukasik

Hi - Not exactly.

I am looking for a way to build in an alert when the Assignee has not provided a status update / comment in > XX hours, on an open ticket. This is regardless of the SLA.

Jay Rajaram

@Emily Lukasik Any updates on this? did you find a way to set up an SLA for comment frequency or found an app that can do it? Please advise

matt_smith_14n44e

I am also looking to build an SLA for this. In particular, I want this SLA to kick off after the very first public comment or your traditional a Time to First Response SLA. The irony of the solution I have tried so far is that it only works every other comment...

Any suggestions on a better way to approach this would be very helpful.

Screen Shot 2022-05-05 at 14.19.03.png

Rohan Martin_te002t

I've been doing this via Automation and SLA based on ticket status.

Ticket enters a specific status - SLA starts, when SLA expires Automation reverts it to an Update required status.

Is it elegant? No. Does it work? Yes.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk

update

sla

last