SLA view in Issue history

Question

Hi Team,

Currently we do not have the SLA visibility for intermediate transactions in CHD (Issue) history.
For instance, in the below CHD-47403 we cannot view the SLA when ticket was moved from L1 to L3 query or during L3 responded .
Team requested to display the SLA during intermediate transactions.

FYR... I have attached the screenshots

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Earl McCutcheon · Answer

Hello @Andrews ,

Thanks for reaching out, and the SLA on a Service Desk Request will start and stop on a single timer per SLA on the time metric events described in "Setting up SLAs" .  Looking at this thread the suggested add-on as well as some additional apps are discussed in this alternate thread if your goal is to get a count on the transitions would be a great approach, however I do have a question about your goal with he SLA for a possible alternative solution.

Are you looking to have a separate SLA specifically when ticket was moved from L1 to L3, that is a tracked as a secondary timer from the initial issue creation time?

If this is the case you can do this by creating a new SLA that starts when entering the status and ends or pauses when going out of the secondary path in the workflow similar to the default rules created in a service desk project the first "Time to first response" which tracks the time from an issues creation to the first transition containing a customer visible comment, and "Time to Resolution" that tracks the entire time an issue is in a open status (Create to close).

In a similar fashion you could set up a SLA that starts when entering "IN PROGRESS SS-L2/L3" status pauses when entering the Needs clarity and stopping when entering Either the Resolved status or going back to "In Progress", this would allow toy tto track both the full time the ticket is open as well as the escalation path in your workflow with a isolated SLA.

Regards,
Earl

Zoryana Bohutska _SaaSJet_ · Answer

I don't know about Time to SLA  because I don't use it.

SLA Time and Report  is not connected to JSD and cannot configure it. But this application can count SLA time for issues from Service Desk, (as Jira Software and Core).

Andrews_iqbso0 · Answer

The app will wait to for JSD?