SLA to Workaround Date in Jira Service Desk

Neil Arrowsmith

I'm trying out Jira Service Desk to see if we can model the processes for our customer software support.

We have SLA targets for providing a temporary workaround for an issue, if applicable. In our current system we do this by having a date field for recording when the workaround was provided, and use that for SLA reporting.

Is there a good way to model this in Jira Service Desk?

Walter Buggenhout

The best - and probably easiest - way to set this up would be to add a status Workaround Provided (or something like that) to your workflow and use that as a trigger to stop you SLA.

As I assume you will not implement a temporary workaround for every Service Desk issue, I would recommend designing the workflow so that you an alternative path in your workflow that skips the temporary workaround, but make sure that you also stop you SLA timer if you skip it.

Something like this:

• Waiting for Support > Investigating > Workaround Provided > Fixed
• Waiting for Support > Investigating > Fixed

And stop the SLA timer for you temporary workaround when you either reach the Workaround Provided AND Fixed statuses.