Need Help With SAL's in Jira

Kumar_ow8zf3

Hi Team,

I have requirement but i'm not good at SLA's I dont have much Knowledge with SLA's can you please help me wit my requirement.

Here is the requirement:

Reporting requirements

This is assuming that the SLA is for a 24/7 team.

#1, 2, 4, 5 should not send a notification for each ticket that meets the criteria. It should instead send a daily list of ticket to Group@xyz.com . The daily list should list each ticket that meets one of the criteria below. The tickets must be grouped by the criteria it meets. If it meets more than on criteria then the ticket should show in both lists. The list should include the following for each ticket: key, description, status, created date, and assignee. If that is not possible, then this information should be available as a report/dashboard.

 

#1 High priority in Containment

If ticket is high/highest priority and in "Containment" > 24 hours.

#2 Remedation > 7 days

If ticket is in "Remediation" > 7 days.

#3 Post-incident Review > 2 weeks

If a ticket is in "Post-incident Review" > 2 weeks notify the assignee.
If it is possible: If has the ticket has a "Post-incident Review Sub-task" sub-task that is closed then let them know to just close the ticket.

#4 Tickets open > 30 days

tickets !closed > 30 days

#5 Ticket without update > 3 days

If ticket is not "Closed", "Refer & Close", or "Post-incident Review"  > 3 days

#6 Chart/Report showing status and assignee

Create a report that shows:

• Count of open tickets by Assignee. Count of open tickets by status.
• Bar chart x-axis Assignee, y-axis count of tickets, bar for each Status where the bars are grouped by Assignee
• If the bar chart isn't possible then just have a table report. Where y-axis Assignee, x-axis Status, intersection count of tickets
• The report should have a with date/time stamp showing when the report was generated.

 

Can anyone suggest me please 

 

Thanks,

Kumar

Olga Videc

Hello Kumar, 

The part with a daily list of tickets can be solved with filter subscription, just create a filter and add a subscription to it, don't forget to add permission to filter.
You can create a group in user management, and add that group to subscription.

The part list should include the following for each ticket: key, description, status, created date, and assignee can be achieved by editing the columns for the filter.

1. priority = High and status = Containment and "SLA First response time" = breached() //I used "SLA First response time" as an example and it doesn't have to be breached just write you
SLA name = and it will offer you options. SLA filtering can only be used via advanced mode in searching or you can use != 

2. Create a SLA named "Remediation", set it time to 7 days, create a filter to search for "Remediation" (name of SLA) = breached()

3. Haven't figured how to check the linked issue status, don't know if it helps but you could try filter search for desired ticket filter: status = "Post-incident Review" and updated > 14 days ago

4. filter search for desired ticket filter: created>30 days ago and resolution = Unresolved

5. filter search for desired ticket filter: updated>3 days ago and resolution not in ( "Closed", "Refer & Close", or "Post-incident Review")

6. create a filter for each part and create a chart based on that

just play around with filters, hope this guide lies help