Trying to stop a transition to close if first reponse SLA is running

Question

Hey all. Thanks for any help you can give on this.  I'm trying to stop a request from being closed if the first response SLA is still running, meaning we haven't reached out to the reporter.

I'm having a hard time figuring out how to best accomplish this either with a validator, or through automation.  I appreciate any suggestions.

Danny

Information Technology_7mb223 · Answer

Thanks Jack.  Took a bit to get back on this one.

I'm trying to accomplish restricting my team from transitioning to "close" if an SLA is still running.

So basically anything that would come up in the JQL search "First Response" = running(), you wouldn't be able to transition to "close".  That SLA is running until we enter comment for the customer. Creating this restriction would make sure all tickets have at least one comment to the customer before they are closed out.

I've been trying to figure out how to accomplish this via the workflow with conditions/validators, but am having a hard time finding something that works.

If transition conditions/validators don't have a solution, I could move into an automation thing where a new field is changed to "yes" when a customer comment is made, then reference that field in the validators.  That adds complexity though.  Thanks again for any input.

Danny

Jack Brickey · Answer

This isn’t an SLA issue but a workflow issue. That is, you should look at restricting the transitions in you workflow. It could be that you current have a simplified workflow where you can transition from any status to any status. If your process requires that the reporter needs to have a say in the process then mayb consider a Resolved status that your agent can transition to and the Closed (final) status that your customer executes.