Track different status of the same ticket

Question

Hi Team,

I need a support for below requirement.

For Instance: Issue Type is Complaint, Assignee SLA is 16hrs and Ticket SLA is 40 hrs.

Same ticket (MPF-1) is moving among number of groups, so I want to track different status of the same ticket having date and time. And the current assignee when the Assignee SLA is MET/Breached. For More clarity see the below table

Please let me know is there any automation we can do to get this result or suggest some plugin. Early assistance will be appreciated.

Issue TypeAssignee SLATicket SLA    Compalint16hr40hr                         TicketGroupCurrent AssigneeAssigned DateAssignee SLATicket SLAAssignee SLA StatusMPF-1AAmit1st OCt 2024-1h10hrBreachedMPF-1BAhmed2nd OCt 20242h4hrMetMPF-1AMoez3rd OCt 20244h-2hrMetMPF-1CRawan4th OCt 2024-3h-4hrBreached

Olha Yevdokymova_SaaSJet · Answer

Hello @Amit.Kumar3 
To solve your specific case where you need to track the Assignee SLA and Ticket SLA across different groups and keep a record of the current assignee, assigned date, and SLA status for each, you may try to use SLA Time and Report, developed by my team.

How to with SLA Time and Report for Jira:

1. Set Up Separate SLAs for Assignee and Ticket

* Go to SLA Time and Report Configuration manager
* Create two separate SLAs:* One for Assignee SLA (16 hours).
* One for Ticket SLA (40 hours).

2. Track Assignee SLA and Ticket SLA Separately

* Configure the SLA goal for the Assignee SLA to start whenever the issue is assigned to a new group/assignee and stop when the assignee is changed.

* Configure the Ticket SLA to track the overall resolution time, ensuring it reflects the total time for the entire ticket lifecycle, regardless of assignee changes.

3. Custom Fields for SLA Tracking

* You can create custom fields to log:* Current Assignee: Automatically updated when the issue is reassigned to a new group or individual.
* Assigned Date: Use automation to update the field with the date the issue is assigned to the current assignee.
* SLA Status: Use a custom field from SLA Time and Report to track and record the statuses and changes of the Assignee SLA

4. Set Up Automation Rules actions:

* You can create automated action to change status or reassign to anouther user if SLA is breached or nearly breached.

5. Leverage the Change Logs for Date and Status Tracking:

* SLA Time and Report automatically records the changes in SLA status or issue status, so you can see a detailed timeline of each status change in the issue history (change logs).
* You will be able to view the:* Current Assignee,
* Date/Time of Assignment,
* SLA Status

* The history will provide you with an ongoing timeline that displays the transitions as the ticket moves between different assignees and groups.

6. Create SLA Reports

* Use the reporting functionality in SLA Time and Report to create detailed reports showing:* Group, Current Assignee, Assigned Date, and the status of both the Assignee SLA and Ticket SLA.

Joseph Chung Yin · Answer

@Amit.Kumar3

Another option for you to consider is by creating custom fields (date/time data format) for your issues.  Once setup, you can use automation rule to populate those fields based on WF transitions activities.

Afterward, you will be able to conduct JQL filters to either display all of those customfields values per issues.

Hope this also helps.

Best, Joseph

Valerie Knapp_dpp5c6 · Answer

Hi @Amit.Kumar3 , thanks for your feedback. I'm just using a Filter Results gadget with a filter for the issues in scope with the columns configured to show the Due Date and the actual transition date. I don't know if that will be enough for what you're trying to show.