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How to create an SLA with a separate after hours goal?

Greg Hart_w8o8xs

Relevant details:

JSD Cloud
We use a custom field called "Support Portal Priority" instead of the standard Priority field, since we cannot use customized priorities per project
Our standard calendar is 9-5 M-F.

Our team has a goal of responding to tickets with a "Support Portal Priority" of Highest within 1 hour, however that goal changes to 4 hours if a ticket is received outside of standard calendar hours.

I know it's impossible to use JQL to query the hour of the day a ticket was entered, so I can't filter my SLA using that method.

How can I create a Time to First Response SLA with two separate goals for Highest priority tickets based on the time of day the ticket was entered?

Accepted answers

Dirk Ronsmans

@Greg Hart ,

I'm not sure what you want is actually possible using just the SLA goals and splitting the calendar.

I'm thinking of something else perhaps a bit of a workarround.

Let's say you have a "Support Portal Priority" of "High" and this can be created both inside or outside of business hours. For your use case you would want a different goal based on the time of creation.

I'm then thinking of using an additional field (that is hidden to the end user (and maybe even the agent)) which you can set through perhaps the Automation/an automation plugin.

My idea is as follows:

- Create a flag/boolean/custom field called "Created Outside of Business Hours"

If the ticket is created within the business hours this is set to False

If this ticket is created outside of the hours it is set to True

You can then use that additional parameter to create 2 goals.

e.g.

Support Portal Priority = "High" AND "Created Outside of Business Hours" = False Then the goal is 1hr (using a calendar of 9-5)

Support Portal Priority = "High" AND "Created Outside of Business Hours" = True then the goal is 4hrs (using a calendar of 5-9)

If you want the goals to continue to count even outside of the calendar you can just make a 24/7 calendar but based on the custom field value you can set a different goal..

Cause that would only change the goal based on the custom field value (which in return is a reflection of the time of day created)

Thats my 2cents and how I would solve this

All comments

Gökçe Gürsel {Appfire}

Hi @Greg Hart

You can enter a separate calendar for out of business hours like this:

Screen Shot 2020-09-14 at 09.33.32.png Then you need to define separate goals with this new out-of-business-hours calendar with your JQL conditions.

The above screenshot is for sample 9-5 calendar, as you can see I had to split the calendar into two parts. You can adjust the calendar based on your working hours calendar.

You also need to create a boolean cf to separate tickets that created out-of-business hours. Thanks @Dirk Ronsmans

Let me know if you have further questions.

Cheers,

Gökçe

Dirk Ronsmans

@Gökçe Gürsel {Appfire} ,

While I agree you would need to define 2 calendars (one for business hours one for outside) how would this work when having the same condition on the goals?

for example if you have a "Support Portal Priority" of "High" and you link them to both the business and outside of business hours calendars wouldn't they just both be active?

One will then be paused during the time it's not valid and the other one would run.

But this would not be valid against the time of the issue creation imho.

Once you cross over from business to outside or the other way arround this would get very confusing.

Dirk Ronsmans

@Greg Hart ,

I'm not sure what you want is actually possible using just the SLA goals and splitting the calendar.

I'm thinking of something else perhaps a bit of a workarround.

I'm then thinking of using an additional field (that is hidden to the end user (and maybe even the agent)) which you can set through perhaps the Automation/an automation plugin.

My idea is as follows:

- Create a flag/boolean/custom field called "Created Outside of Business Hours"

If the ticket is created within the business hours this is set to False

If this ticket is created outside of the hours it is set to True

You can then use that additional parameter to create 2 goals.

e.g.

Support Portal Priority = "High" AND "Created Outside of Business Hours" = False Then the goal is 1hr (using a calendar of 9-5)

Support Portal Priority = "High" AND "Created Outside of Business Hours" = True then the goal is 4hrs (using a calendar of 5-9)

If you want the goals to continue to count even outside of the calendar you can just make a 24/7 calendar but based on the custom field value you can set a different goal..

Cause that would only change the goal based on the custom field value (which in return is a reflection of the time of day created)

Thats my 2cents and how I would solve this

Gökçe Gürsel {Appfire}

True Thank you for pointing this out.

Greg Hart_w8o8xs

@Dirk Ronsmans How could I calculate such a bool field in JSD Cloud?

Dirk Ronsmans

Hey @Greg Hart ,

With an addon like Scriptrunner you could write a small script that compares the now() value (or the issue.created value with a predefined value (like > 9am but <5pm).

i'm checking now whether this is also possible with the built in automation.

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