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SLA goal based on comments to reporter

Bernhard Hafting

Hi, we have an SLA which requires our support team to provide a follow-up comment to the reporter e.g. every 4 hours. So, every time the support person creates a comment for the reporter, another 4 hour cycle starts until a new comment is made. I could not find a way to set this up in JIRA Service Desk.

Anybody tried this before?

Accepted answers

All comments

Elisa [Atlassian]

Hi there,

I believe that this article answers your question: JSD SLAs.

Please let us know if you have more questions.

Cheers!

Bernhard Hafting

Hi, thank you for the quick reply. I basically want to Stop the current cycle when a new comment is entered for the reporter. But I also want to start the new one at the same time (so, Start = Comment for Reporter and Stop = Comment for Reporter). But it seems that having the same entry both for start and stop does not do what I require... Regards.

Elisa [Atlassian]

I am not sure, but I hess it creates a conflict on it. The best way would be to have different SLA times for each action, and then set it properly.

Bernhard Hafting

Thank you. We may have to consider changing the SLA a bit. Thanks again. Regards.