Hello, I know it might sound silly, but I'm not sure how SLA conditions working. For instance, see the sample on a picture: In order to finish a counter, all 3 criteria should be met? And if yes, then how I can configure a rule to finish the counter if any rule is complete? The reason why I can't keep just 1 rule: * The client can raise a ticket, and before the agent reacted, either cancel or complete it by himself (i.e. resolution is set). So SLA 'Time to resolution' complete, but ''Time to first response' timer still ticking. * Another example: an agent replied to the customer 'Hey, we are on it' (no Resolution yet), and again - ''Time to first response' still ticking.

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SLA timer rules question

Alexey_gudeo1

Hello,

I know it might sound silly, but I'm not sure how SLA conditions working. For instance, see the sample on a picture:
Cauri - Service level agreements - Service project.png

In order to finish a counter, all 3 criteria should be met?

And if yes, then how I can configure a rule to finish the counter if any rule is complete?

The reason why I can't keep just 1 rule:

The client can raise a ticket, and before the agent reacted, either cancel or complete it by himself (i.e. resolution is set). So SLA 'Time to resolution' complete, but ''Time to first response' timer still ticking.
Another example: an agent replied to the customer 'Hey, we are on it' (no Resolution yet), and again - ''Time to first response' still ticking.

Accepted answers

Alexey_gudeo1

@Dirk Ronsmansfo after hours of research case is solved thanks to Simon from Atlassian support assistance!

There is a bunch of bugs or limitations, here are the main takeaways:
- SLA 'Comment for: Customers' not working when an agent is considered as 'client' (e.i. he/she is a reporter and/or request participant and/or member of that organization).
- SLA 'Resolution Set' not working when dual resolution is made. For example, an automation/transition post function and manual add via resolve screen.

Workarounds and fixes:
- Try to avoid Resolution Set as an SLA trigger, Entered status: X is preferable.

- Here is the guide to re-run SLA timers after changes were made. Please note, in POST Url you need to add a parameter /reconstruct?force=TRUE, and Postman now a standalone app, not a Chrome extension app.

- Instruct agents to stay away from the client related fields and block clients to tag your agents as request participants (Project settings > Customer permissions > Sharing to only other customers within their organization).

Bug https://jira.atlassian.com/browse/JSDCLOUD-5401
Bug2 https://jira.atlassian.com/browse/JRACLOUD-74750
Bug3 https://jira.atlassian.com/browse/JSDCLOUD-7546

All comments

Dirk Ronsmans

Hi @Alexey ,

Actually no! The 3 finish conditions mean that any of those 3 will stop the timer.

Keep in mind this is a STOP condition, so if you go back to a START condition it will reset the timer and start counting from 0 again. (that is called a multi-cycle SLA).

Alexey_gudeo1

@Dirk Ronsmansthanks for the fast reply!

Interesting, so any single condition from the list might stop the timer and I've set it correctly.

Nice tip about multi-cycle SLA, I might use it later somewhere, but my start condition is 'Issue Created', so I believe there is no way to trigger it again for the same request.

I just got another 'bug' with SLA:

Full spec for Time for the first response:

SM Digital Holding - Service level agreements - Se.png

Full spec for Time to resolution:

SM Digital Holding - Service level agreements - Se (1).png

Results: Btw, it's still ticking!

[SM-26] Two BTC accounts without _ Update Balance_.png

Clearly, the request is closed, with resolution and visible comments. Agent reacted within 20 min and whole thing was solved after 27 minutes.

It's a bug or I did something wrong?

Dirk Ronsmans

Hey @Alexey ,

As your STOP condition is "Resolution:set" in my opinion it should have stopped.

Your START conditions don't conflict with the STOP so it should be stopped.. or at least I don't see an issue with how your SLA is set up.

As you are on a Standard cloud plan, I would escalate that one to Atlassian directly on https://support.atlassian.com/contact

Normally those Atlassian Engineers can view logs and see if maybe something is wrong with the environment itself. (it's not the first time that I've seen this..)

Would be great if they could confirm this as a bug.

I feel it has more to do with the Resolution:set than anything else. Just doesn't seem to be triggering.

As a workaround you could also add the statusses to your stop condition, Cancelled and Completed to see if it stops then.

Alexey_gudeo1

@Dirk Ronsmanscontacted the support. Meanwhile, if you said that any condition from the list will STOP the timer, then none of them are working, including 'Comment: for customers'.

Oddly, but some JSM projects work fine and finish the timer as conditions are met.
All projects were cloned from one, including an SLA.

Alexey_gudeo1

Dirk Ronsmans

Thanks for providing the feedback!

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