Gökçe Gürsel {Appfire} Atlassian Partner

Hi Kirinmai, You can configure this SLA easily using Time to SLA plugin. Just add the drop-down value in the custom field as a JQL condition and it's just easy as this. I'm one of the folks in Snapbytes. Please let me know if you have more questions. Regards, Gökçe

Hi Lucas, It looks like you're limited to those variables but there is a backlog item for this. https://community.atlassian.com/t5/Jira-Service-Desk-questions/Canned-Responses-custom-variables/qaq-p/1134830 https://jira.atlassian.com/browse/JSDSERVER-5812 Best, Gökçe

Hi Alex, It looks like you can't edit that list. You can check out different plugins from the Marketplace. https://community.atlassian.com/t5/Jira-Service-Desk-questions/Canned-Responses-custom-variables/qaq-p/1134830 However, there is a backlog item in Atlassian for this currently Gathering Interest…

Hi Audra, Did you add transitions in and out of this new status? If so, do you have any conditions for these transitions? Best, Gökçe

Hi Ingrid, Using the Service Desk will be more than enough to meet your needs. However, For robust SLA reporting and tracking, Time to SLA will do nicely. Also, Time to SLA work on Jira Core and Software as well as Server/Data Center and Cloud platforms. I'm one of the folks in Snapbytes. Please let me know if you've any…

Time to SLA comes with an SLA notifier feature that sends notifications to stakeholders of the issue like assignee and reporter in designated times before/after an SLA is breached. However, if you want to send a notification when an issue transitions to a new status, I suggest creating a custom event…

Hi, What I'm suggesting here is to set up an SLA named "Resolution Time". You can specify the conditions as a JQL condition in the SLA configuration page like below: SLA Goal would be 10h and SLA Start: Jira Field: created is the configuration you need. If the SLA is breached you can fire an event from the plugin which can…

Hi, If I'm not mistaken, you're looking for a plugin that can track your SLAs. I believe Time to SLA plugin is suitable for your needs. Time to SLA I'm one of the folks behind Snapbytes. Let me know if you have more questions. Best, Gökçe

Hi Rakesh, Each of these applications has different prices. You can visit https://marketplace.atlassian.com search for the app you want to buy and check their prices by clicking the Pricing tab. Alternatively, you can search these apps in your Jira instance in Find new apps menu. The prices will show up automatically…

Hi Mirco, I'm Gökçe from Time to SLA team. Our plugin Time to SLA could easily handle this. You can check out our documentation here for an example script to end SLAs next business day. This script can be customized to satisfy your use case. I'd be also happy to answer any questions you might have about this through our…

Hi Ming, Could you give me a bit more information about your use case? What information do you exactly need from the TTS database tables? You can also open a support ticket in our customer portal to discuss this in detail. BR, Gökçe

Hi Gayathri, My original answer was based on a different plugin, did you check the documentation?

Hi Gleb, Thanks for your question. If you open a support ticket through this link , we will gladly help you. Have a nice day.

Hi, Since you've tagged this post as Jira Core, I want to ask which addon do you use to track your SLAs?

Hi, You can use Time to SLA app for this. You can define different calendars and use these calendars in different SLA definitions based on JQL functions.