nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

SLA Automation for P1/P2 tickets

George Bliss_vl36ti

I want to create an automation to ensure that any 'Highest' or 'High' priority tickets between 9-5 Mon-Fri have the status changed to 'In Progress' automatically.

Is this possible? So in summary an automation for:

Setting the status to 'In progress' for P1/P2 tickets raised between 9-5 Mon-Fri.

Thanks,

Accepted answers

All comments

Vijay Dadi_b69v44

Dear @George Bliss ,

Instead of checking issues raised between 9-5, Mon-Fri, you can use the SLA breach condition in automation. I have built one for your use case and you can try if that works. I am attaching the screenshots document below, Hope this helps !

Regards,

Vijay

Vijay Dadi_b69v44

Here you can see automation has run successfully and moved issue status to in progress.

Regards,

George Bliss_vl36ti

Thanks so much Vijay for doing this. It's very much appreciated.

The reason we want 9-5 on business days is because any tickets raised outside of that time must be rang up through our help desk. Therefore, I won't want to set any of them 'in progress' as they won't be until it has been rung through.

Hopefully that makes sense?

Thanks,

George

Vijay Dadi_b69v44

Hello,

Your SLAs are built on your business hours only. So if I use them in automation, they would meet your expectations.

But if you are looking for tickets which are submitted outside the business hour, I guess we need need to look for alternative solution.

Will give a though on that and keep posted.

Regards,

Vijay

Vijay Dadi_b69v44

Hello @George Bliss ,

Here is how I achieved it. I used

{{issue.created.shorttime}} which returns values like 1 AM, 2 AM, 3 AM, 3 AM

[{issue.created.weekOfDay}} which returns values like 1,2,3,4,5,6,7

Monday 1
Tuesday 2
Wednesday 3
Thursday 4
Friday 5
Saturday 6
Sunday 7

Now i can put jql condition like ({{issue.created.weekOfDay}} >=1) AND ({{issue.created.weekOfDay}} <6 ) AND ({{issue.created.shorttime}}>= 9 AM ) AND ({{issue.created.shorttime}}< 5 PM)

At the end you put edit issue step and set the status to In Progress.

Hope it helps !

Vijay

George Bliss_vl36ti

Wow - this is fantastic. Thank you so much for sparing the time to do this.

Very much appreciated. I will let you know how I get on.

Best regards,

George

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management