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Smart values for issue.SLA

Bin

I could not find any documentations about how to reference issue.sla as smart value. I plan to add something like:

We will respond to you in {{issue.sla."time to first response"}}

My question:

1) are there smart value references to those SLAs?

2) an automation rule sends an email upon issue creation. Is the automated email treated as the First Response? Certainly I do not want to it to be counted.

Is it a good practice to disable the Request Created "rule" in Jira native Customer Notifications and take it over in custom-developed automation rules?

Thanks!!

Accepted answers

Ste Wright

Hi @Bin

There are smart values for SLAs - see this help page which has a good explanation of how to use these.

The Automation Rule will trigger the SLA though if it adds a comment - if you are sending the user a direct email this might be different (although it would move the customer's experience outside the service desk). I would test this.

---

You might be able to modify the Workflow and add an SLA to get around this - for example...

SLA is "Time to Assignment"
Workflow has a new Status - Assigned
Once a human is assigned to the ticket, status is changed, and "Time to Assignment" ends

This is just an example, there could be other ways to do this to allow for automation to add a comment rather than sending a separate email.

---

Is there a reason the notification is not sufficient? Is it just because you want to include the SLA?

Ste

Marc -Devoteam-

Hi @Bin

Might be something in line with this.

I got to this point by using the help page mentioned by @Ste Wright and looking at an existing issue using a SAL via the API.

I have no been able to test it, but I think this should be the smart value.

I do want to give you that you can only to this via automation rules, not the default Customer Notification templates.

So this would you to stop using them and have automation rules for notification, as you can differentiate in Custom Notification between request types.

All comments

Ste Wright

Hi @Bin

There are smart values for SLAs - see this help page which has a good explanation of how to use these.

---

You might be able to modify the Workflow and add an SLA to get around this - for example...

SLA is "Time to Assignment"
Workflow has a new Status - Assigned
Once a human is assigned to the ticket, status is changed, and "Time to Assignment" ends

This is just an example, there could be other ways to do this to allow for automation to add a comment rather than sending a separate email.

---

Is there a reason the notification is not sufficient? Is it just because you want to include the SLA?

Ste

Bin

@Ste WrightIt is very helpful. I see the light.

1) I want to access the {{issue.sla.time to first response.goal}}, not current SLA clock value. Do you know if the SLA goal is available for an issue?

2) The reason is that one of 6 teams want to send custom message with SLA goal in the template. I doubt the template in Customer Notifications allows me to reference the team name, issue SLA goal, etc as variables. I checked the variable list in the template is very limited.

Bin

Joseph Chung Yin

@Bin -

I agreed with @Ste Wright suggestion on using the referenced KB link to obtain SLA information.

Test it out using the suggested solution mentioned in the KB article.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Marc -Devoteam-

Hi @Bin

Might be something in line with this.

I got to this point by using the help page mentioned by @Ste Wright and looking at an existing issue using a SAL via the API.

I have no been able to test it, but I think this should be the smart value.

I do want to give you that you can only to this via automation rules, not the default Customer Notification templates.

So this would you to stop using them and have automation rules for notification, as you can differentiate in Custom Notification between request types.

Ste Wright

Hi @Bin

Did @Marc -Devoteam-'s suggestion work for you?

Ste

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