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Apply an SLA based on ticket creation date

Stijn Despiegelaere

Hi,

For one client, we have an extended SLA in place with an SLA matrix based on issue priority (3 levels) and the moment an issue was raised (3 possible time windows).

Our Time to first response and Time to resolution depends on when the ticket was created and what the priority is.

A Critical ticket opened on a Saturday needs an answer within 4 hours.

A Critical ticket created on a Monday afternoon needs an answer within 2 hours.

Currently, I haven't been able to automate applying an SLA based on those criteria.

Does anyone have had any luck with this?

Accepted answers

Ste Wright

Hi @Stijn Despiegelaere

Your JQL for the SLA is going to need to incorporate two things:

The Priority of a ticket
The day it is raised on

---

SLAs

Just to confirm you're aware, one SLA can have multiple Goals - these Goals can use JQL to set different SLA targets depending on the results of the JQL search.

You can add multiple Goals to a SLA using the "+" button just below the original Goal.

For more information on Goals, see this help page

---

JQL for Goals

The JQL for priority should be relatively easy - it should be

priority = Critical

Then, the JQL for the day of the week should be possible using the JQL functions startOfWeek() and endOfWeek() - these work as follows:

startOfWeek() is classed as Sunday, whilst endOfWeek() counts as Saturday
You can refer to other days of the week using additional numeric values in the brackets - for example, Monday is startOfWeek(1d)
- The "d" refers to days. If you're referring to weeks, you don't need a letter
This help page explains all the things these functions can do

So for example, we should be able to limit a query to recognise the created day as Saturday by using the following JQL:

priority = Critical AND created >= endOfWeek() AND created < startOfWeek(1)

And Monday's JQL would be:

priority = Critical AND created >= startOfWeek(1d) AND created < startOfWeek(2d)

---

You could use these JQL's in different Goals, with different Time Goals, and they should then set correctly!

Note: The JQL for Saturday is untested, because it's not Saturday today. I would strongly recommend testing this before setting it to live in your production environment.

---

Let us know if this helps!

Ste

All comments

Ste Wright

Hi @Stijn Despiegelaere

Your JQL for the SLA is going to need to incorporate two things:

The Priority of a ticket
The day it is raised on

---

SLAs

Just to confirm you're aware, one SLA can have multiple Goals - these Goals can use JQL to set different SLA targets depending on the results of the JQL search.

You can add multiple Goals to a SLA using the "+" button just below the original Goal.

For more information on Goals, see this help page

---

JQL for Goals

The JQL for priority should be relatively easy - it should be

priority = Critical

Then, the JQL for the day of the week should be possible using the JQL functions startOfWeek() and endOfWeek() - these work as follows:

startOfWeek() is classed as Sunday, whilst endOfWeek() counts as Saturday
You can refer to other days of the week using additional numeric values in the brackets - for example, Monday is startOfWeek(1d)
- The "d" refers to days. If you're referring to weeks, you don't need a letter
This help page explains all the things these functions can do

So for example, we should be able to limit a query to recognise the created day as Saturday by using the following JQL:

priority = Critical AND created >= endOfWeek() AND created < startOfWeek(1)

And Monday's JQL would be:

priority = Critical AND created >= startOfWeek(1d) AND created < startOfWeek(2d)

---

You could use these JQL's in different Goals, with different Time Goals, and they should then set correctly!

Note: The JQL for Saturday is untested, because it's not Saturday today. I would strongly recommend testing this before setting it to live in your production environment.

---

Let us know if this helps!

Ste

Stijn Despiegelaere

Hi, thanks for the help.

I thought of doing something like this, but was hoping it didn't come to this. Mainly because on top of the day of the week, I need to incorporate the office hours.

So Monday after 5 PM is treated differently then Monday at 4:30 PM.

Ste Wright

Hi @Stijn Despiegelaere

Can you explain all the rules in more detail?

Depending on what the rules are and how they're based (eg. per day, or based on the business week, etc) - there might be alternatives using...

Different Calendars and/or...
Custom Fields and Automation Rules, to provide more metadata to use in the JQL

Ste

Stijn Despiegelaere

Hi @Ste Wright

We have three different levels to group our Time to first response:

Office hours: Monday-Friday from 9am to 5 pm
Outside office hours on those days
Weekends and holidays.

In each of those scenarios, we have a different Time to first response based on the priority of the ticket. There are three levels of priority.

To make matters more complicated, for some priority levels, the time to first response only starts counting on the start of the next business day (so during the times of the Office Hours calendar).

The priority is given by the external company logging the tickets, but can be changed by us after triage.

I already tried setting up different calendars (Office Hours, Outside Office Hours, Weekends&Holidays) in one SLA, but during testing, tickets I created during Office Hours showed up with the SLA of Weekends&Holidays since this was ranked higher).

I had hoped there would be a setting or a way to use those calendars in the JQL to limit that rule to only apply to tickets created during those hours, but had nu luck finding such a setting.

I could also create three types of requests to add some custom field or use a custom issue type, but then I am expecting the client to choose the right type. The problem with this is that we are based in Belgium, but the client has factories in the US and in Eastern Europe, while the SLA is following our time zone.

Kateryna_v_SaaSJet_

Hi @Stijn Despiegelaere

If you don't mind using third-party add-ons, I'll just show you a simpler way to solve this problem using SLA Time and Report for Jira.

In your case, it will be necessary to create 2 SLA configurations, where the first SLA with a Calendar for Saturday and the second one with a Calendar for Monday. If required, you can configure the SLAs for different time zones and work schedules.

Example for Monday SLA:
1) Select the Monday calendar and set up the START/PAUSE/STOP conditions.

2) Choose the required SLA Time goals, and the Limit exceeded actions.

Use the Notification template editor for your custom message.

3) Save. Do the same for Saturday.

You can use the 30-day add-on trial to check how it suits you.

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