Can I use custom field "Alarm Raised Time" to calculate SLA.

Question

Can I use custom field "Alarm Raised Time" to calculate SLA. I created a custom field, so when agent is creating a ticket he mentions the time at which this ticket was created. (Yes it can be different, e.g: Alarm reported in 3rd party Dashboard @11:00 am and agent couldn't see the alarm so he is creating the ticket in Jira a bit late around 11:20 am.

I am testing the Jira online right now.

So we want to count the SLA starting from "Alarm Raised Time" till the "Ticket Created"

SLA Time = Ticket created - Alarm Raised time

Any expedited response will be highly appreciated.

Regards

Ismael Jimoh · Answer

I am not sure how the solutions handle notifying you but I’ll start with looking at if they can trigger a Rest API for alarms. If yes great use it to create your issue.

if not you will need to find how to handle this better, I don’t know if JIRA cloud version of the scriptrunner add-on supports issueFunction look this up or consider a 3rd party application that you can custom build to watch your alarm systems and then have it trigger a rest create issue call to jira.

Fahad Ahmad_33cuz9 · Answer

Alarm can be raised in any of the SIEM solutions that we are using. It could be Alien Vault, Logrhythm etc.

Yes, the understanding that you have in Update message is correct.

Ismael Jimoh · Answer

No.

Base JIRA does not support the subtract function(no arithmetic function available out of the box).

Can you describe why you want to subtract in general? If I know this, I can possibly see if we can help with an alternative implementation.

---Update---

Just saw you want to check a time between when an alarm was raised and when a ticket was created.

Where is the alarm raised?

Why not trigger issue create once an alarm is raised using REST API?