SLA Resolution

Question

For our offboarding tickets, our resolution due date is +3 business days post leaving date.

Our HR team can log a ticket 3-6 months in advance. Our old system allowed us to amend the SLA due date using a calculation.

Is there any way in JSM, to calculate a new Resolution due based on a calculation thru automation?

I set Due Date, but that is not the resolution date.

Even by putting on Pending, stopping the clock, that doesn't help calculate the correct SLA date.

Alina Kurinna _SaaSJet_ · Answer

Hi @Myles Boyd !

As I understand, you're looking to configure the Time to Resolution SLA to align with your offboarding process, specifically setting the resolution target to +3 business days after the leaving date. Since HR may log tickets 3-6 months in advance, ensuring that the SLA countdown starts at the right moment is crucial. If you're open to using additional tools, I recommend trying SLA Time and Report.

How SLA Time and Report can help:

- Custom conditions:Set the SLA to begin based on specific criteria, such as the "Leaving Date" field, ensuring that the SLA timer aligns with your process requirements.

- Business calendar integration:Define working hours and holidays to ensure SLA calculations reflect actual business days, providing accurate tracking.

- Automated actions:Set up notifications or escalations as the SLA approaches its target, ensuring timely attention to offboarding tasks.

Using the "Negotiated Date" SLA type

If you want the calculation to be based on a definite date and time set in an issue field (e.g., Due Date), you can choose the "Negotiated Date" SLA type.This allows you to set SLA goals based on any date or date&time field. If the selected field is a date type, the system will allow you to specify the exact time. This is useful for fields like "Due Date", where users can only specify the date.

Additionally, you can set up automation, such as:

Sending notifications via comments or Slack.

Changing priority when an SLA is approaching.

And many more custom actions to streamline the workflow.

To better understand whether this add-on fits your needs, I recommend trying it.

Here’s the documentation link where you can learn how to configure and monitor SLAs.

If you have any questions, feel free to reach out — I’ll be happy to help! 😊

Regards!

Christopher Yen · Answer

Hi @Myles Boyd

I believe you're going to want to set different SLA goals depending on the issue type or request type, or anything that differentiates issues that the HR team works on.

I think making these changes will cause your SLAs to re-index. There is a way to recalculate SLAs via web request using automation that you can find here https://confluence.atlassian.com/jirakb/use-automation-to-recalculate-slas-1255455124.html

But you will need to have the SLA goals setup first to use this method so it knows what to base the calculation on