SLA overwritten

Question

Hello,

SLA's are overwritten in a second loop right?

A simple example: Suppose I have a SLA to measure time. It starts measuring time when it enters Status A, there is no pausing the time implemented, and it stops counting if the ticket leaves Status A.

Then I can look at the SLA Time on the ticket, or the data from Jira and it shows 23 minutes.

In our case the ticket can again enter Status A and from the data I can see that the old SLA time is overwritten, so it shows the time of the last loop.

Is it possible to define it in such a way that the SLA adds the time of the second loop to the first loop, so that the SLA shows the total time of multiple loops?

Roland Uittenbogaard · Answer

Hi @Dirk Ronsmans

Ok that is probably a good idea/solution in most situations.

But we have a more complex SLA coupled with Automations. In our case status A is 'Awaiting Customer Response 5Days' so it's time we don't work on the ticket, but we wait for a response from the customer. If the customer doesn't respond after 40 hours (5 business days) we move the ticket (by Automation) to the next status 'Awaiting Customer Response 10Days'. We have an automation that if the SLA is breached (40h) that the ticket is moved to '...10Days' and also sends a reminder to the customer. The customer gets 5 more days and after that, the ticket will be moved to (by Automation) Customer Archive. Customers can then Reopen the ticket if they want.

Your suggestion will work for the most part I think, the Automations will still move the tickets after 5 days. And if the ticket goes back to the Service Desk and then back to the customer again, the SLA will add the time when I pause the time if the ticket leaves status A.

But there will by two issues. One is that if we resend the ticket to status A we want the time to reset, because we want to give the customer 40 hrs again. Two, the time will stop counting when the tickets go to an end status, such as Resolved, Closed, Customer Archive. But if the customer reopens the ticket from Customer Archive, the counting has stopped, and the new loop will overwrite the SLA.

So, in our case it will be difficult to get this right I think.

To determine the real time of tickets in Status A we probably are going to use 'Time in Status' App.

Thank you for your sugggestion

Dirk Ronsmans · Answer

Hi @Roland Uittenbogaard ,

This pretty much illustrates the idea of single cycle or multi cycle SLA's.

When an SLA is started, stopped, started then you actually start a 2nd cycle.

If an SLA is started, paused, started then the time is "added".

https://confluence.atlassian.com/servicemanagementserver/example-creating-an-sla-with-multiple-cycles-939926419.html (documentation if about DC but the idea is the same)

So to have the time added, you'll need to move your STOP condition to the Pause and condition. Once the Pause condition is no longer valid the SLA will continue

it won't be multiple loops but just a single long loop.