Gökçe Gürsel {Appfire} Atlassian Partner

Hi @Dylan Chadinha , Since you've tagged this question as a service desk question, how about using an Automation for this? This is already defined in a classic service desk project and you can customize this. You can read more about Automation rules…

Hi Simon, This is Gökçe and I'm a member of the Snapbytes team. Could you send me an email (gokce@snapbytes.com) so that we can better assist you? Thank you! Regards, Gökçe

Hi @Joseph Hunter , You need to have Jira Administrators global permission. You can read more about this here: https://confluence.atlassian.com/adminjiraserver/managing-global-permissions-938847142.html

Hi @srinath_17 , Enhancer Plugin for Jira allows you to measure time spent between date fields/statuses/events. For your use case, you can populate a date-time custom field when the linked issue starts and then use this date to configure the Enhancer custom field: Time between custom field. You can then track the cycle…

Hi @cindy_dupreez , It's my understanding that you want your SLA to reset when the assignee changes and start counting from the beginning. SLA Reset is not a feature that is offered out of the box with JSD. What you can do is use Time to SLA plugin for your Core, Software, and Service Desk projects to enjoy SLA reset…

Hi @Fernanda Grandizoli , Jira doesn't come with this feature of the box. That's why there is a plugin that can satisfy your requirement: Enhancer Plugin for Jira Enhancer Plugin is one of the oldest plugins in Jira and it has Time in Status custom field which does the exact same thing you're asking about: Measure the time…

Thank you for the update. :) Please don't hesitate to reach out if you need any assistance in the future. 

Hi @Josh Allen , You can also use an SLA to be notified since it captured the necessary conditions better than Automation and you don't need to spend your free Automation executions for this. You can use Time to SLA to get notified via Slack as well as email. Check this configuration out: You can set your SLA Goal as you…

Hi @Prashant Chaurasia , You can check out the Service Desk API here: https://docs.atlassian.com/jira-servicedesk/4.4.2/ Best, Gökçe

Hi, I don't think so. Even if you don't want to buy a specific plugin for this and want to write a script, Script Runner is not free so no, you can't do this out of the box as far as I'm concerned. Regards, Gökçe

Hi @Vladislav You can also measure how much time a developer spent on an issue until it's resolved and how much time spent in each status using Enhancer Plugin for Jira . Enhancer plugin has a custom field called Time Between field that shows the duration between statuses and dates that you specified. You can add this…

Hi @Vijayalaxmi , You can definitely try Enhancer plugin for Jira to measure the time spent in each status. It has a dedicated custom field called Time in status that fits your requirement perfectly. Let me know if you have any questions. Best, Gokce

Hi @kauger , For a more robust solution for SLA notifications, I suggest using Time to SLA . With Time to SLA, you can send email notifications and Slack notifications at designated times or when a certain percentage of the SLA Goal has passed. You can alert agents, as well as many stakeholders, customize notifications,…

Hi @Priyanka Yalam , Welcome to the community. You can use Enhancer plugin for Jira for this. You can easily set up a custom field called Response Time that measures the time between issue creation until the first response. You can configure it like this: You can later use it in your searches and reports: Let me know if…

Hi Philip, Why do you use the xml file instead of UI? Can you share your source for the "code from the template plugin of the SD Source package." Also, can you give me a bit more information about the custom SLA condition you're trying to implement? Best, Gökçe

No, It's also available for software and service desk projects. For service desk projects, It's towards the bottom of the left side project menu and for service desk it's called project automation.

@Sofia Grunspan you don't need to install it, it's already installed in your Jira Cloud instance. Just go to Project Settings and then click Automation. You need to be a project admin or Global admin to configure it though. https://www.atlassian.com/software/jira/guides/expand-jira/automation Best, Gökçe

My pleasure. Have a good one. Gökçe

Hi @Sofia Grunspan , Automation for Jira is the way to go here. They have different algorithms to assign the issue that you can choose. Just navigate to Project Settings >Automation > Assign Issues and check for the Assign issue action. It's free for a certain number of actions and after that, you can just purchase the…

This is odd, SLA should stop. At this point, I suggest opening a support request from Atlassian or Herzum. I suspect there is a mix up between the events but I'm not so sure. Is JSD SLA working as it should now?

Issue history is at the last section in the view issue screen, towards the bottom of the page under the Activity section. Can you share a screenshot of this section for an issue that has the problematic SLA meaning issue is in the Closed status but the SLA is still counting?

Hi again, Could you share a screenshot of this ticket's history?

Hi, Did you check the @Antonella Capalbo 's recommendation? It will probably work.

What happens to the issue when an issue has a herzum approved email? Is it transitioned to ÇAlışılıyor status by project automation or something? If project automation or a script listener is working to transition the issue when an herzum approved email you need to check those menus. Selamlar, Türkçe biliyorum ama…

Hi @Clayton Gee , Welcome to the Community! This page explains how the SLA Goals report are calculated: https://confluence.atlassian.com/jirakb/how-sla-goals-report-vs-sla-success-rate-report-is-calculated-in-jira-service-desk-963652304.html There also some build in search functions that you can use linked…

Hi @Eda Bahar , Welcome to the community! Can you share a screenshot of your SLA configuration? Best, Gökçe

Hi @Ansar Basha , Time to SLA can help with your requirements. You can set statuses, dates or comments as SLA start and end statuses, notify users (e.g. Service desk agents and project lead) via email or post your notificatons to Slack, set up custom calendars and business hours for team operation in dfferent timezones and…

Hi @Vanna Beepat , Time to SLA Cloud can help with your use case. TTS works with both Software and Service Desk projects. For your SLA configuration, you can select the SLA start as date field: issue created and SLA end as a comment from the IT group. For the notifications, you can choose to be notified by a Fixed Duration…

Based on the comment made here, I believe there are two possible configurations. * SLA Pause: Define different SLAs for each priority and pause the SLA when the ticket's priority is changed. For instance, P1 SLA will pause when the priority is not P1. This set up looks flimsy since when the priority is changed the service…

Hi @Ann Marie Guinan , You can define a Single select custom field named Customer level and add several customer levels based on the SLA Goal say Bronze (SLA Goal: 8h), Silver (SLA Goal: 4h), and Gold (SLA Goal: 2h). After adding this field to issue screen and selecting for each ticket the appropriate customer level…