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SLA Custom Field Automation

Cristina Carrillo

I have a custom field (resolved with customer) automation set as a workaround for SLA as we measure two different types of SLA. I cannot purchase any apps in marketplace, if there are any

free apps I am more than happy to look into them.

I have a number field set to hold the days

Automation is as follows:

Field Value changed is set for my custom field

Edit issue is where the number field is and I have {{issue.customfield_xxx.diff(created).days}} in the options

Based on the audit log it is running successfully but the day number is not displaying in the number field.

Screenshot 2023-05-04 at 8.37.17 AM.png

Accepted answers

Benjamin_tmh9yg

Hi @Cristina Carrillo ,

You may need to check the data type of the Custom Field that you are using. It may not accept the value if it's mismatched or negative value.

Try adding abs {{issue.customfield_xxx.diff(created).days.abs}}

Bill Sheboy

Hi @Cristina Carrillo

Would you please post images of the details of your issue edit action and of the audit log details for the rule? Those may help explain what you are observing.

Also, what do you see if you write that value to the audit log directly with the log action?

Kind regards,
Bill

All comments

Benjamin_tmh9yg

Hi @Cristina Carrillo ,

You may need to check the data type of the Custom Field that you are using. It may not accept the value if it's mismatched or negative value.

Try adding abs {{issue.customfield_xxx.diff(created).days.abs}}

Cristina Carrillo

Thank you @Benjamin - however I am still not seeing the number being displayed - I have added the abs. Auditlog shows the automation is running successfully.

Cristina Carrillo

Are you still able to assist me?

Bill Sheboy

Hi @Cristina Carrillo

Would you please post images of the details of your issue edit action and of the audit log details for the rule? Those may help explain what you are observing.

Also, what do you see if you write that value to the audit log directly with the log action?

Kind regards,
Bill

Cristina Carrillo

I have a custom number field that will hold the automated number - I attempted to mirror my current SLA automation.

This is the automation in question. When a peer selects either value in the Resolved with Cx field I would like to see the number of days between Created and when a value is selected - unsure if it can only calculated date fields vs value

Screenshot 2023-05-10 at 3.48.06 PM.png

Cristina Carrillo

This is the automation I mirrored - in the screenshot below you can see the number for this automation but not the Resolved with Cx field Screenshot 2023-05-10 at 3.48.58 PM.png Screenshot 2023-05-10 at 3.49.52 PM.png

Bill Sheboy

If you write the custom field and the expression to calculate the date difference directly to the audit log in the rule, what do you see?

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