Cloud SLA - Issues to Display (in JQL)

Question

Good Day,

Please advise me when creating an SLA, it automatically puts the Issues to Display(In JQL) to All remaining issues

But it seems that not all request types are included into this JQL, how do i change this or review what it includes

the problem is that the 4hr response is not calculating on all issues

Dirk Ronsmans · Answer

Hi @Lynette ,

This is actually very similar like an issue I adviced on some time ago.

https://community.atlassian.com/t5/Jira-Service-Management/SLA-timer-rules-question/qaq-p/1651123

The Comment: For customers seems to have a bug in it/limitation on how it works

Especially:

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).

I would suggest (like that issue mentions) to use a state transition to something like "waiting for Customer" to trigger this.

Or if it is to acknowledge the ticket to just trigger it on assignment/work in progress

Lynette_pm2mwd · Answer

It Starts when an issue is created, and should stop when you reply to the customer

Dirk Ronsmans · Answer

@Lynette ,

well time to first response is there on the screen so it is triggering for that issue. It also has the goal for 4h. So that part of the goal (the JQL of "all remaining issues") works fine.

I assume you want it to stop counting when something happens? That would be in our conditions (pause/stop) which I cannot see in the screenshot  of your SLA definition

How do you define your first response? (a comment? a status change?)

So if you could post that we could take a look there.