Gökçe Gürsel {Appfire} Atlassian Partner

Hi @Nor Liana (AKATI Sekurity) , Can you send a screenshot of your SLA definition? Thanks, Gökçe 

hi @Nor Liana (AKATI Sekurity) , My first action would be checking the SLA configuration and the issue history in this case. If you could share the history of one of the problematic issue and the SLa configuration, I'd be more than happy to help you. Cheers, Gökçe

Hi @Melanie , You can also use Comment Enhancer app. However, to keep up with your tickets, in addition to Comment Enhancer, I can suggest Time to SLA. It has an excellent notifier feature that allows you to send notifications to email/Slack or both. You can configure this notifiers to be send at a fixed duration (e.g.…

Hi @erika , To keep an eye on the comments of the open tickets, you can use Comment Enhancer app. It has a feature called Last comment and Last Commenter custom fields that will help you to stay on top of your tickets.You can also search issues against these custom fields. Just start typing custom field names,and search…

Hi @Dave Hattig , Enhancer Plugin for Jira has a custom field called "Status Exit Date" that records the last time an issue is transitioned from a status. Status Entry Date also works in your use case. Just don't forget to select all the statuses that the workflow has in the configuration screen and select last occurrence…

Hi @Ellen Henskath , Welcome to the community! You can use Time to SLA for this. Just set up an SLA with the due date as the negotiation date in the SLA Goal section. Select your SLA start and end conditions according to your use case (Created date and Resolved date respectively maybe?). Then set up the notifications…

Hi Shiraz, Thank you for your interest in our product. I see that you've also opened a ticket in our portal so I'll answer your question there. Have a nice day! Thanks, Gökçe

Hi @Shahroz Naeem , Can you click on the time part and try to manually enter a time? Thanks, Gökçe

Hi @andy_pawl , As a paid option, Comment Enhancer App satisfies this requirement. It has a dedicated custom field called "Last Comment" that does what its name says-shows the last comment. It also has the First/Last commenter custom field, First/Last comment date custom fields for additional information. Please let me…

Hi @Daniel Cayea , As a paid option, with Time to SLA, you can create detailed reports including elapsed time and remaining time for your SLAs, including start/end and target dates. You can save this configuration and use it to run periodic reports. Time to SLA works for Software, Core and Service Desk projects. You can…

Hi @Rika Mandasari , You can use SLA Dates feature of the Time to SLA to satisfy this requirement. You can configure SLa Dates custom field to show the target date of an SLA and with an SLA configuration that suits your needs, this field show the created date plus 5 working dates - exclude weekend and exclude public…

Hi @kavita.chouhan , Since you've marked this question with jira-software-cloud tag, I want to note that you can't use built-in Jira SLA features in Software projects. However you can use Time to SLA to track your SLAs in Software, Core and Service Desk projects. With Time to SLA you can also define different SLAs for…

Hi @PhilSpo , You can use Time to SLA for this requirement. You can use the detailed report feature of Time to SLA to generate reports on the specific information about the SLA such as working duration (i.e. actual time it took to hit the SLA criteria), remaining duration, SLA start/end and target date. You can also export…

Hi @Will(y) De Vos , You can use Time to SLA's uptime SLA-Shared SLA Goal modification for this requirement. https://confluence.snapbytes.com/time-to-sla/knowledge-base/faq/how-can-i-create-a-shared-sla-goal-uptime-sla You can modify the script here to only include issues that are opened by a certain customer. Please let…

Perfect! Let me know if you have any questions. Cheers, Gökçe

Hi @ben friedman , If you want your SLA timer to reset and start counting from the beginning based on your goals for that priority, you can try Time to SLA All you can do is select your priority on the priority field in the SLA configuration menu and enter priority as the SLA reset field. After the initial setup, you can…

Hi @Виктория , You can use Enhancer Plugin for Jira for this requirement. It has a custom field called Time in status that measures the time spent in a status. You can also see drill down information based on assignee and you can search issues against Time in status field in the issue navigator. Let me know if you have…

Hi @Alexander , There was recently a discussion in the from about this. You can add a boolean checkboc custom field for this to determine whether the ticket is submitted during office hours. Then you can use this as a jql condition in your SLA definitions. To easily define an SLA based on JQL conditions, you can try Time…

Hi @Diana Harutyunyan , You can use Time to SLA for your Core, Software and Service Desk projects to measure Time between Comments, Time to Response and Time between responses. You can also generate detailed reports for these metrics. You can limit the comment option to all users or project roles or group roles. You can…

Hi @sergey_anyvisa_co_uk , Edit: Tried changing the placement of send email action to the top of assign issue action to test your theory. However, Jack's suggestion seems to way to go. Cheers, Gökçe

Hi @Roland Weilbacher , You can use Enhancer Plugin for Jira for this requirement. It has custom fields called Time between and Time in status custon fields that measures the time spent between two statuses/ events. You can also see drill down information based on assignee and you can search issues against Time between…

True :) Thank you for pointing this out.

Yay! I'm glad this worked. :) Could you accept my answer (and yours maybe) as accepted answer so other users will see that there is a solution? Cheers, Gökçe

Hi @Yuri Konratev , If you're talking about adding an SLA Goal based on request type how about adding a JQL condition in the Issues part of the SLA configuration? Maybe you can try using "Request type" instead of "Customer Request Type". However, if you meant searching among SLAs based on the customer request types, this…

Hi Vladmir, Thank you for installing Time to SLA. For of all, you don't need to put priority as a JQL condition since you've already populated priority field. Did you regenerate the SLAs for your projects or issuetypes? We can schedule a quick demo session to discuss these. Could you open a support request HERE ? Thank…

Hi @Idkv , Depending on how many doctors you have in the practice/hospital , I'd open every doctor (issue type) as an issue type and patients (issue type) of this doctor as linked issues. As patiences need different consultations from different doctors, you can link them to the patient's issue as well. You need to put…

Hi @Greg Hart You can enter a separate calendar for out of business hours like this: Then you need to define separate goals with this new out-of-business-hours calendar with your JQL conditions. The above screenshot is for sample 9-5 calendar, as you can see I had to split the calendar into two parts. You can adjust the…

Hi @Vinay Dhuri , To cross check SLA calculations you can use Time to SLA app. (works for Jira Software, Core and Service desk projects) You can define your SLA as Time to Resolution SLA, enter your pause statuses and end statuses like this: After you have defined your SLA, you can regenerate just for the issue that you…

Hi @Vladimir Matveev For actual initial response time and actual resolution time, you can try Time to SLA app. With Time to SLA, you can create detailed reports including elapsed time and remaining time until initial response or resolution, AND start/end and target dates for initial response or resolution. You can save…

@Iago Docando You've just made my day! :) We, Snapbytes, are always striving to meet our customers' needs in a precise and timely manner. When our efforts are recognized by you and our users, this means that we're doing our job right. Your message shows that we are doing a good job. Thank you so much for the kind words.…