Several questions about SLA

Question

I've got several questions to answer. Can you help me please ?

1- SLA: When we re-open an issue, is the SLA recomputed from 0 or is it cumulative ?

2- In a "bug" issue transition, how to update the field "Pending Reason" ?

3- SLA "Evolution delivered on time" : How to take into account the number of days depending on the evolution complexity and the due date of the fix ?

4- SLA : How yo limit the pending reason charts to those which have really a reason ?

5- SLA : How to include the number of open tickets  with a creation date lower than  1 month, 3 months ...

6 - In SLA reports, is it possible to refresh continuously the percentage displayed in the pie charts without having to move the mouse ?

Jean-Christophe D · Answer

Thanks a lot Jack !

1. OK just test; 2 cases : number counts or duration measure.

2. "bug"  is a tracker. "Pending  reason" is a custom custom field. when we display the publication functions, no custom field is proposed to be set. Perhaps is there a problem with the screens.

3. due date is different according to complexity field.

4. charts is based on "pending reason" field. but we dont want to display the results for tickets where this field is empty. we just need a pending repartition and duration statistics for each pending reason.

5. OK report by age. but with different period elongation.

6. the value has not to be refresh continuously but currently, the purcentage number appears only when mouse is on the zone. it should be displayed once and for all.

Jack Brickey · Answer

A lot of questions here and generally best to have separate questions as needed. but...

* it picks up where it left off.
* unclear question. I assume "Pending Reason" is a custom field. If you want to enforce updating this field in a transition that is only for issue type = Bug. then a) you need a workflow specifically for that issue type, b) you need to add a validation step to the transition in question that requires the filed to be update c) create a screen for the transition and add the field to the screen
* you would have to have a complexity field and then you would have to set the SLA based upon that value. this will be analagous to how you would do for different priority levels. Don't understand the Due Date relationship. IMO Due Dates should not factor into SLA
* don't understand the question
* don't understand the question. this doesn't seem to be something you would put into the SLA logic but rather a report of issues by age maybe?
* no. sounds like you are looking for dashboard or better yet wallboard