Gökçe Gürsel {Appfire} Atlassian Partner

Hi @Erhan Karakoc , You can use Enhancer Plugin for Jira's Time between custom fields for this use case. The Time Between Custom Field calculates the amount of time passed between two statuses/events. It can be configured to work against a specific working calendar as well as excluding paused statuses. You can search…

Hi @David Ghoussoub , You can share the JSM ticket using request participants. Request participants can be agents or customers and they can view and comment on the request. You can add them using the request participants field in the issue view. You can refer to the documentation for more…

Hi @rayphvin , You can do this with Time to SLA. Time to SLA works with Software projects and JSM projects (Jira Core projects as well!). All you need to do is to add your Software project to the SLA scope and you are done. If the Software project issues don't have the same statuses available or if start conditions are…

Hi @División Informática , Do the migrated issues have their issue histories intact i.e. they show the same entries as in the migrated system?

No worries. I saw your answer when I posted mine. I'm glad that the issue has resolved :) Have a nice day. G.

Could you check the custom field context and see whether the project and the issue type are included? Could also you check the Field Configuration that the project uses and see whether the field is hidden? Best, Gökçe

Hi @Stefan Zabunov , Could you share the transition screen configuration? Also, could you check your field configuration? Regards, Gökçe

Hi @Raul Gongora , You can do this with Time to SLA. You can define your SLAs with different priorities and when the priority is changed, Time to SLA automatically recalculates the SLA based on the new priority. It's that easy! Time to SLA also has detailed reports for your SLAs, a Periodic Met vs Exceed Gadget so that you…

Hi @Brian Pitts , You can do this using Time to SLA. It has a formatting option under Time to SLA > Settings and you can choose the format you want. Time to SLA also has detailed SLA reporting, a dashboard gadget, and the ability to configure flexible SLAs. Please let me know if you have further questions. Regards, Gökçe…

Thank you @M Amine !

My pleasure. Have a good one. -G.

Hi @Rus , How about def origStatus = issue.getStatus().getSimpleStatus().getId() ? https://docs.atlassian.com/software/jira/docs/api/7.6.1/com/atlassian/jira/issue/status/SimpleStatus.html -Gökçe

Hi @Juuso Ikonen , If you're referring to the Customer Request type by ticket type, you can use the following JQL coupled with reported in the clause: "Request Type" = "IT help (DEMO)" If you're referring to the issue type, you should use, issuetype = "IT Help" You can refer to the documentation…

I understand. Good Luck! -Gökçe

Hi @ahmad.qassem , You can do this with Time to SLA. Time to SLA has detailed SLA reports feature and also a dashboard gadget that you can use to show stakeholders the number of met/exceeded/in progress SLAs. Detailed reports contains the elapsed time (the time it took to SLA to be finished) and you can export this report…

Hi @David Meredith , You can do this with Counter custom fields feature of the Enhancer Plugin for Jira. It has a feature called Field Change counter and you can use the Assignee field in the configuration. The Field Change Counter Custom Field calculates how many times that a particular field has been changed so far. This…

Hi @Pauline Isgar , You can use Time to SLA for this. Time to SLA has custom search functions one of which is slaFunction = isNotStarted(). This function basically finds issues that have at least one inactive SLA on it and you can use it in your filters and by extension in your gadgets. Time to SLA also has many more…

Hi @Shejal Payer , For your requirement Using that changed status in SLA configuration we want restart the SLA. you can use Time to SLA. Time to SLA has various features to reset an SLA. You can reset your SLA when it transitions a specific status via Reset SLA post function or you can also reset the SLA using the field…

Hi kate.donaghy@secretescapes.com , Your second request, there is OOTB solution for it but it can be done easily using the Time to SLA app. It has a feature called Customer portal SLAs which allow users to show the SLA panel (which contains SLA start/target/end dates as well as remaining and elapsed duration and SLA…

Great! I'm glad that you have resolved the issue. Have a nice day! Cheers, Gökçe

Hi @lucas.mara , You can do this using the Enhancer Plugin for Jira Cloud. It has a dedicated custom field called Status Entry Date custom field which can be configured to show the exact date when an issue enters a specific status for the first time. This custom field can be used to sort or search in the issue navigator.…

Hi @sheikh-spear , This is Gökçe From the Snapbytes team. We recommend using the Search 3.0. for this. For your use case slaFunction= isBreached() would do nicely. It has functions for remainingDuration, elapsedDuration , remainingPercentage and elapsedPercentage functions you can use.…

Who's is the user shown in the issue history making this change?

Hi @Suma Pralhad Kustagi , Did you check the automation rules for this project and Global Automation rules? I also suggest checking the other apps installed in your instance. Regards, Gökçe

Hi @Neeraj Kumar , You can do this using Time to SLA. Time to SLA has a dedicated feature called Customer Portal SLAs which allows users to show the SLA panel in customer portal based on Request Type. You can show SLA start, end, target date and remaining and elapsed duration and also SLA status in the customer portal.…

Hi @Dianne Clifford , How about using SLA search functions in the Jira issue navigator and then exporting results? TimetoResolution = isBreached() or everBreached() should work. For more information, you can refer to the doc below. https://support.atlassian.com/jira-service-management-cloud/docs/write-jql-queries-for-slas/…

Hi @Pritesh Gohil , You can do this using Time to SLA. Time to SLA works with Service Desk, Software and Business projects. It has an awesome notifier feature which allows users to send notifications before /after and at the moment of the SLA breach. You can choose to repeat the notification as many times as you want.…

Hi @David Harkins , As an alternative, you can use Enhancer Plugin for Jira for this. It has a dedicated field called Last comment Date & Last commented User and Last comment. These fields are also searchable. Please let me know if you have further questions. Cheers, Gökçe Please note that I'm a member of the Snapbytes…

Hi @Alexander Ketishvili , You can do that using the Goals section of your SLA configuration. You can further customize the JQL part to fit your use case. You can refer to the screenshot below: For more information you can refer to the Atlassian Documentation:…

Hi @Nile Gator , As an alternative you can use Time to SLA. Time to SLA has a highly customizable notifier feature, which allows users to send customizable emails and Slack messages to interested parties (assignee, reporter, specific users, groups, voters, watchers, project roles, groups, a Slack channel and so much more).…