SLA measurement on JIRA cloud service

Jens Niedrich

Hi guys,

I'm struggling with following situation that we are facing.

We need to create SLA reports that are not based on ticket status but that are based on time information that are added by custom fields which are standard date- and time fields. 

Is there any way to make SLA calculations based on custom added standard time fields? 

Background is that we need to be able to create incidents in the JIRA service desk tool where creation date is newer than the event of the incident but SLA must rely on the event of the incident and not on the creation date of the ticket.

 

I was using the search and couldn't even find a plugIn that was available for the cloud service.

Anyone any ideas?

 

 

Walter Buggenhout

Hi @Jens Niedrich,

I may be misinterpreting your question, but you seem to be saying that you create Service Desk tickets before incidents actually happen ("creation date is older than the event of the incident").

I assume that it is probably the other way around and that you run into a situation where tickets are created later than an incident actually occurs, but still want to report on SLA relative to the date of occurrence, rather than the creation date of the ticket.

If my assumption is right, you should consider the difference between the purpose of SLA to help your team determine what needs to be done first versus reporting on lead times from incident occurrence to resolution.

The SLA configuration is based on Jira events. The timer starts running at a given time (usually when a ticket is created), pauses when your SLA calendar says it should or when certain events occur and stops when the determined goal is reached. It cannot run when your ticket is not created yet and as such, you cannot build reporting on it that backdates to before the ticket was created.

Nothing stops you, however, from reporting on the dates you enter. It might e.g. be really interesting to investigate how often and how much time gets lost between the occurrence of an incident and the moment a ticket gets created for it. As that would be something you would want to eliminate.

For that purpose, you could use calculated fields and/or reporting add-ons that help you measure the time between different dates (and times) in the system.