JIRA SD SLA

Question

Good day,

We currently have a 4 hour response time for all our customers, this means that from the time that we receive a new request until it is actually resolved, we have an agreement with our customers that they will receive responses every 4 hours . I have setup an automated first response once a ticket is logged . Is there a way to measure and/or automatically notify the assignee of the request every 4 hours once the ticket has been moved into "In progress " that they have X amount of time before the next response is needed for the customer ( keeping within the 4 hours response time until resolved ) .

Thank you.

Marcin Wiktor_9tk3n9 · Answer

I think it is possible - you should create a new automation that is triggered by "new comment" and add a condition that a person who is commenting = issue's reporter

And  finally add an action to add a new comment using smart values. Here you can find another topic about smart values regarding SLAs - https://community.atlassian.com/t5/Jira-Service-Management/smart-value-for-quot-time-to-done-quot-or-time-to-resolution/qaq-p/1813023

Mohammed Arafat Naidoo · Answer

Thank you for the quick response. I would also like to apply this rule to whenever a customer responds, then I would want to initiate another 4 hour response time to that customer comment. Can this also be done under automation ?

Marcin Wiktor_9tk3n9 · Answer

Hello @Mohammed Arafat Naidoo - you can create a new automation with "SLA treshold breached":

And you can an action to either add a new comment inside the issue or to send an email to the person that is assigned to this ticket.