How to set SLA start time based on creation time of linked issue.

Question

SLA start time for an incident should be configurable based on creation timestamp of issue it was cloned from.

USECASE :
A new "Service Request" is created in Jira. When support team identifies this needs to be passed on to next level, they clone this ticket to create an "Incident" and create a link between these two tickets.

I would like an SLA for final solution on this "Incident" ticket, but the start time of the SLA should be the created time for initial "Service Request". SLA is paused whenever the incident moves to status "Waiting for Customer" and SLA stops running when the incident is closed.

Ability to reset the SLA for "incident" to a custom start time / end time would also work.

Kateryna_v_SaaSJet_ · Answer

Hi @Neethu Philip

@Ste Wright, thanks for mentioning the SLA Time and Report add-on.

If you create a custom field for the "Incident" ticket with the date of creation of the initial "Service Request" task, you can configure the SLA with the add-on as follows:

Select Issue Type: Service Request, Issue Created: is Created, and your Custom field for the Start condition. For Pause – Status: Waiting for Customer, and Stop – Status: Closed.

I did not fully understand what condition you need for the Reset SLA, but the configuration has a separate field (see screenshot).

This app also has a 30-day trial period, so you can also try this option for free. Furthermore, you can book a Demo call, where our manager will help you set it up.

Regards,
Kateryna Vyshnevetska
Product Marketing Manager at SaaSJet

Ste Wright · Answer

Hi @Neethu Philip

The second option was attempting to use the custom date field to visualise the target for the SLA, but you'd still need to trigger it from the standard creation action.

You would then either need to...

* Have lots of SLA options, based on when the initial "created" date was (in hours or minutes)
* Decide on segments of time, and accept it won't be an absolute SLA

If you want more detail on how to set this up, or to create the automation rule, let us know.

Ste

Neethu Philip · Answer

Unfortunately, my customers' current operating model does not let me change the issue type to incident. Hence cloning is the only option.

We are trying  to use Time to SLA app now to enable SLA to have a custom field - "Custom SLA end time", to show SLA end time on initial "Service Request". This field is then copied via automation to "Incident" ticket and then it is then used to set the end time for SLA for "Incident" ticket.

Can you elaborate the second option?