Gökçe Gürsel {Appfire} Atlassian Partner

Hi @Carlos Osorio , I'm lost at this part: "... I want the SLA to change, but without completely resetting the previous time but at the same time, it doesn't carry over the previous timer as well. " Iterating over your example, as soon as the P3-SLA kicks in, the issue will be out of the P1 SLA's scope, so no data will be…

Hi @cgadade , I did a bit of digging and I'm not so sure that you can do this with JSD API. I might be wrong though. https://docs.atlassian.com/jira-servicedesk/4.11.0 However, JSD Rest API has a Get call called Get Sla Information (by Id) that will work for you.…

Hi @Dick Cannon , How about using "projectType=service_desk" as JQL condition? If you meant Business or Software projects, Jira's SLA functionality doesn't work on Software or Business projects, Time to SLA can do that. Let me know if you have further questions. Cheers, Gökçe

Hi @s_magnes , Could you please re-index Assets and Inventory plugin with the "Delete all indexes and rebuild" option. Please see: https://confluence.snapbytes.com/display/AIP/Indexing IndexFormatTooOldException error does not have any impact on the Jira performance, but you would not search for assets. If you could open a…

Hi @mark.phinney , To use SLA tracking in business and software projects as well as the service desk projects you can use Time to SLA . Time to SLA offers detailed reporting, SLA Panel to track your SLAs in issue screen, options to pause your SLAs and SLA notifications by email and Slack notifications. Let me know if you…

Thank you so much. For a while i thought nobody would answer 😊

Various Time to SLA graphs can be displayed by selecting gadgets in Confluence like below (Graphs will be displayed) Let me know if you have any questions. Cheers, Gökçe

Hi again, For IndexFormatTooOldException there is this knowledge base article (https://confluence.atlassian.com/jirakb/re-index-in-jira-fails-due-to-indexformattoooldexception-973482953.html) that suggests the following steps: * Shutdown JIRA * Delete all the contents from the following folder:$JIRA_HOME\caches\indexes *…

Hi @s_magnes , Welcome to the community. Did you have a chance to look at the logs to see whether there are error messages? Do you have any plugins installed? Did you try to put Jira in safe mode to see whether this improves performance? If these don't provide any answers maybe you can take some thread dumps when the Jira…

Hi @robert.nadon , You can display SLA met vs breached (also in progress SLAs) gadgets in Confluence using Time to SLA . I think this is the best fit for your use case. You can read more about these gadgets here but basically, you can customize these gadgets with a JQL, select specific SLAs to display, and refresh…

Hi @Xavier Idrovo , I think this really depends on your use case. However, I see no reason why you can't bundle it into a single SLA rule with multiple JQLs for organizations that share a calendar and SLA Goal. However, I suggest how you plan on reporting these SLAs and shape your configuration around it. To get detailed…

Enhancer Plugin is linked here: Link You can download it in your instance by navigating to Administrator menu > Manage apps > Find new apps > Type Enhancer Plugin for Jira You Jira admin can set it up for you, just pass the name of the plugin to her/him. As for the Cloud instance, Rest API is linked here: Link As for the…

Hi @Naresh , Welcome to the Atlassian Community! Is there a particular reason you want to use a VBA Script? Jira has various ways to extract issue history and time spent in each stage but I've not yet seen a VBA Script do this. Depending on your hosting type I can point a couple of ways to do this: * If you're using Cloud,…

Sure, just add the corresponding status to the pause SLA column. Here, you can refer to this documentation here: https://support.atlassian.com/jira-service-desk-cloud/docs/create-and-edit-sla-time-metrics/

Script Runner is a great recommendation. Script Runner offers a lot of great features. You can also check this guide…

Assuming time to first response is defined as the time spent between issue creation and transition to In Progress, you can this as follows: Define a calendar for UK business hours Define a calendar for US business hours Define a custom field for teams to select their time zone. Otherwise, both teams will see their SLAs.…

Hi @Abhishek Roy , Welcome to the Atlassian Community! I'm afraid you need to be more specific than the "status of the projects". Do you want to know who's working on which issue or do you want to see issues that are overdue?

Hi @Nazeer , I agree with the answer above, you need to find a plugin that fits those two criteria: * Can search for and report on work logs, rather than issues * Displays the work logs for a time period separately Tempo is widely used, maybe it can help your case. I believe it has a calendar view feature that shows the…

Hi, What is your hosting type?

Cascading select list custom field essentially works as follows: Status of the Organization Premium Company A Company B Advanced Company C Company D This type of custom field consists of two select list custom fields combined together and depending on the option selected in the first select list, different options appear…

And this parameter should appear immediately after the reporter has selected the name of his organization from the list and should not be a field that the reporter fills in. Cascading select list type custom field can work nicely here or script runner behaviour maybe? Either way, this information (Status of the…

@Vladimir Matveev You can define a custom field of Select list type and add the options (Premium, Advanced, All others). For reference here is the documentation: https://confluence.atlassian.com/adminjiraserver/adding-a-custom-field-938847222.html After configuring this filed, you need to add it to the necessary screens.…

@Vladimir Matveev This is definitely possible using JQL conditions in your SLA configuration. Assuming you have a custom field to differentiate between these groups of customers you can do the following configuration: Project Settings >SLAs, After defining your SLA start, pause, and end conditions there is a box for JQL…

Hi @Brian Gitonga , For easy to use SLA tracking Time to SLA will do nicely. For you use case, please find below a step by step setup guide: "For Tech an issue with High priority should be responded within 20 minutes and solved within 1 hour" * Create your calendar * Setup an SLA with the following parameters: Priority:…

@Angel Vañó Hi! Welcome to the Atlassian Community. It seems like you're trying to define an Uptime SLA and Time to SLA has a dynamic duration feature that allows you to define shared SLA Goal for issues in the scope of a specified JQL. In this setting, the first issue will have 400h available to resolve the incidence and…

@Kacper Podgrudny , Time to SLA works with Jira Core, Software and JSD so in you use case Time to SLA will work. You can check it out : Time to SLA Hope to see you soon :) Cheers, Gökçe

Hi @Samuel Bar , For tracking the progress on your SLAs with reports and various notifier options, I suggest Time to SLA. With Time to SLA you don't need to set up JQLs to track your SLAs, TTS notifiers (email and Slack) will handle this for you. As for the overall progress of your SLAs, SLA summary report and detailed…

Hi @lludwick I suggest adding the Time Spent field as a column to search issue screen and creating group filter subscriptions and exporting reports from there. You can customize the report with JQLs as well. Let me know if you have any questions. Best, Gökçe

Hi @Kacper Podgrudny , Though it may need some minor adjustment with capturing date of issue assigned event I have an easy to use solution for your use case. Time to SLA offers users to set goals for the time spent between statuses, date/time custom fields, and comments. In your use case, I suggest capturing the time when…

Hi @Chris Can you give us a bit more information about your question? Are you using a plugin? Could you share your SLA definitions as a screenshot?