Same SLA Parent/Child ticket using JIRA SD and JIRA software

Question

Hi Team,

How we can configure same SLA for Parent as well as Child ticket.

We have two diff projects one is in service management and another one is in software. To create a child ticket out of parent, we have created new project in software.

Now we need same mirror image of SLA for child ticket, whenever we create child for L2 team the SLA clock should follow the same SLA as parent ticket.

How we can achieve this ? Do we need any plugin to configure this ? can we achieve this through scriptrunner plugin ?

rayphvin · Answer

Hi @Gökçe Gürsel {Appfire} ,

Thanks for your suggestions and based on that I am able to configure same SLA for child ticket as like Parent ticket.

But now challenge for me is, the child ticket not following the parent ticket SLA
we have response and resolution SLA for parent ticket but have only resolution SLA for child ticket.

The problem is - Child ticket SLA clock starting when I create ticket out of Parent ticket and it is calculation fresh SLA time. what about lapsed response time ?

e.g

Response time = 1h

Resolution time = 8h

If I get parent ticket at 12 pm and spent 10 mins for the ticket verification and after that I verified ticket, here response SLA will get stopped but resolution SLA clock is still running

And after 10 mins if I create child ticket out of parent ticket then Resolution SLA of child ticket should be -10 (10 mins already lapsed in parent ticket as response time for verification) so for child ticket resolution time should be 7h : 50 mins

How we can implement this solution ? is it possible ?

Dirk Ronsmans · Answer

@Gökçe Gürsel {Appfire} I knew mentioning TTS was a good idea ;-)

I personally still don't see how an SLA would work in a JSW project (project management wise then) or what the true added value is besides setting a proper due date but customer is king right :)

Gökçe Gürsel {Appfire} · Answer

Hi @rayphvin ,

You can do this with Time to SLA.

Time to SLA works with Software projects and JSM projects (Jira Core projects as well!). All you need to do is to add your Software project to the SLA scope and you are done.

If the Software project issues don't have the same statuses available or if start conditions are different, you can define a separate SLA for it too.

What is more, you can see the linked issue SLAs using the Time to SLA custom field in the parent issue ticket, which is very convenient.

Please let me know if you have further questions.

Regards,

Gökçe

Please note that I'm a member of the Time to SLA team.