Gökçe Gürsel {Appfire} Atlassian Partner

Hi @David Holguin Gimenez , As an alternative you can try Time to SLA. Time to SLA works with all Jira projects and it has an option to send a notification(or trigger an event) when the SLA is breached. All you need to do is to define your SLAs and notifications and select "is Breached" as the trigger. With Time to SLA,…

Hi @Ben Thoma , I've got access a yesterday evening. Thank you so much. I'm so excited to be a part of this experience! Best, Gökçe

Hi @Ben Thoma , Awesome webinar! Touched on really important points. On a related note, I've registered for the ACP-100 Jira administration for Data Center and Servers June Cohort, got the email but my request to join the group hasn't approved yet. IS there an additional process that needs to be completed? My second…

Hi @Jan Mostowski , You can track the progress on your issues and tickets in Service Management and Software (also Business) projects, you can try Time to SLA. With Time to SLA you can define SLAs, track them through SLA panel, show linked issue SLAs, extract reports, send notifiers to stakeholders and show SLA information…

Hi again @Carlos Ramirez , Can you make a REST call to this issue and check output? I'm curious about the SLA info that this call will produce. GET {base-url}/rest/servicedeskapi/request/{issueIdOrKey}/sla…

This is strange. I think you should open a support request to Atlassian. They can investigate this issue further. I'd be happy to answer any further questions you might have. Good Luck! G.

Hi again, What is your SLA End condition and SLA calculation method?

Hi Carlos, Can you share a screenshot of your SLA configuration and your issue history so that we can check the SLA calculations? Cheers, Gökçe

My pleasure. Can you accept my answer if it solved your issue?

Hi @jlee , For an SLA timer to show up on the issue. 1. The issue should belong to a JSM project. 2. There should be an SLA defined in the JSM project. 3. The issue should be in the SLA's scope. So, you should check these 3 points. However, if you want to use an SLA in Software or Business project (also Service Management…

Hi Rex, What is the output on the Network tab?

Hi Rex, This looks like a network issue. Could you try again? Thanks Gökçe

Hi @hristo.iliev , If you want to add different SLA goals based on Severity and Urgency fields, just navigate to Project Settings >SLAs and select the SLA you want to edit. Click the ... at the right top corner and click Edit. Then just navigate to Goals section, click + sign and add your Severity and Urgency conditions in…

Hi @Gajanan Sasane , "First Response" = everbreached() or breached() functions could be of use here. However, you might need to limit this further with createdDate or updated fields. https://confluence.atlassian.com/servicedeskserver041/using-jql-queries-specific-to-slas-969531109.html You can also use SLA success rate…

Hi @Gajanan Sasane , You can use Time to SLA for this. It has dedicated SLA reporting feature for this where you can generate reports based on various parameters like SLA status, SLA dates, and JQLs. You can also export these reports for further analysis. Time to SLA works with all types of projects. These reports give you…

Hi @Phillip Talbot , You can use the Enhancer Plugin for Jira for this. It has a custom field called Status Counter that does the exactly what you're asking for: Counts the number of times the issue is in that particular status. This custom field can be used to sort or search in issue navigator. Enhancer Plugin for Jira…

My pleasure :) Have a nice week!

Did you use a JQL for the SLA Goal? Also, what is your SLA start condition?

Hi @jlee , Can you share a screenshot of your configuration so that we don't make suggestions based on assumptions? You can black out any sensitive information. Cheers, Gökçe

Hi @Rubèn C_ , Could there be an issue with your JQL condition? Could you copy and paste this JQL into issue navigator and see whether this issue turns up? Also, why didn't you use "Business Function" in ("SD Applications", ....) ? Cheers, Gökçe

Hi @Wendy Barrington , Is it possible to share a screenshot? Please don't forget to hide any sensitive information. Cheers, Gökçe

Hi @Rahmeh Alfaouri , You can also use Time to SLA for this. It's just as easy as navigating to Time to SLA > Customer Portal SLAs and choosing which SLA to show in which request types. As a bonus, Time to SLA works with JSM, Software, and JWM projects. Please let me know if you have further questions. Cheers, Gökçe Please…

You can add the JSM SLA as a column in your issue navigator and export the results but you will see limited data (only remaining or overdue duration). Apart from this you can generate some reports through the Reports section but it doesn't contain detailed info. To best of my knowledge I know no other way to get detailed…

Hi @Vaibhav Patki , As an alternate solution, you can try Time to SLA. Just define an SLA that starts when issue is created and ends when the issue is resolved. You need to set a goal you devs to meet and after this you can generate detailed reports showing the time it took your team to solve the defects, when they solved…

Hi @Nitin S. Joshi , You can use Enhancer Plugin for Jira's Time between custom field for this. It's so easy to configure: Go to Enhancer Plugin for Jira menu > Duration custom fields > Add new custom field > Time between custom field. You can select from status to status and you're done. Later, you can enjoy gadgets and…

You need to install Time to SLA, then there will be a Time to SLA section in Apps. So click Apps > Time to SLA > SLA Configuration > Add new SLA Definition. You can refer to the documentation for more information: https://confluence.snapbytes.com/display/TTSC/Create+Your+SLA BR, G.

Hi @Giuseppe Amoruso , Time to SLA has a novel approach for this. You can define an SLA that starts with the status you've specified and for SLA end condition you can select Comment > Group Members of. You can add as many Groups as you want. After you'll be able to see the elapsed time on the SLA panel and generate one of…

Hi @chinmay konkar , You can do this easily with Time to SLA. Time to SLA has notifiers feature that can be used to send email and Slack messages to interested parties (like groups, project roles, specific users, assignee and reporter and to a Slack channel) before or after the SLA is breached. For triggers you have two…

Hi @qnek , You can use Time to SLA for this. Time to SLA has both summary and detailed report features and through these, you can generate reports containing SLA start, end, and target dates, remaining, working duration and SLA status (met/exceed/inprogress|running/finished). You can also export these reports to CSV for…

Hi @GG , I believe this is not possible OOTB with Jira SLA. However, Time to SLA has the dynamic duration feature which allows users to set and change SLA value in issue. All you need to do is to create a dynamic duration field navigating to Time to SLA > SLA fields and then use this field as the SLA Goal in your SLA…