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Pause SLA on Pending reason

Esther Strom Mar 29, 2019

We have a custom field on our service desk request called Opening Date. Is there any way to set our Time to Resolution SLA to pause until that date?

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Payne Seal Community Leader Mar 29, 2019

If you have ScriptRunner installed, I'll explain one way this can be accomplished.

Esther Strom Mar 29, 2019

We do have ScriptRunner. Just be aware that we are on Cloud, so the plugin has limited functionality compared to on-prem. I'd definitely be interested if there's a way to do it.

Payne Seal Community Leader Mar 29, 2019

Ah, OK, so being on Cloud this may or may not work.

We use their Escalation Service for a few things, so here's a thought.

You could have a transition/status of Pending, and after completing the initial set of tasks, key in the opening date and then click Pending to put it in that status.

In your Time to Resolution SLA, you can pause on Status: Pending to pause the clock while the issue is in that status.

Have an Escalation Service configured that runs every day at say, 8:00am (you can configure it using CRON expressions) that checks a JQL of Status = Pending and  "Opening Date" >= startOfDay() with an action of Resume Work (or whichever transition moves the issue from Pending to In Progress, etc.) That will resume the Time to Resolution counter.

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Esther Strom Mar 29, 2019 • edited

Hmm. As indicated in my initial response to Alexander, we don't key in the Opening Date; that's provided at creation by our customers.

We already have a status of Pending that pauses the SLA which we're using for other purposes.

I'll look at ScriptRunner and see if escalation services are available. 

One more question: we don't use a 24/7 calendar for our SLAs. I'm assuming your suggestion of using startOfDay() = Opening Date would restart the SLA at midnight on that date; is there any way to have it start at a specific hour?

Payne Seal Community Leader Mar 29, 2019

Ah, ok, you're part of the way there. You just need the SLA to begin counting again when you hit the opening date. An Escalation Service will do just that, if it's available in the cloud version. Fingers crossed!

Esther Strom Mar 29, 2019

It works! Thanks so much. 

Payne Seal Community Leader Apr 01, 2019

Great! I originally missed the part of your response in which you inquire about restarting the SLA at a specific time (rather than midnight) ... you can control that by the time you set the Escalation Service to run. You can set it to run at 8:00am, for example, so that is when the transition out of "Pending" will occur and when the SLA will resume counting.

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Alexander Bondarev Mar 29, 2019 • edited

Hello!

Сan you tell more about bussiness-logic? Can your "opening date" change?

How do you fill this field?

Esther Strom Mar 29, 2019 • edited

Nope, the date won't change. (I mean, theoretically, but if that were to happen, the original request would be closed and a new one created.)

My company builds and maintains the website and back-of-house software for a national pizza chain. When a new store location is opened, there are a lot of tasks that have to be done, so the franchisee will submit a service desk request several weeks before the store opening day. There are a handful of those tasks that will be performed when the request is first opened, but there are some that cannot be done before opening day. 

Time to First Response SLA is fine with being a specified number of hours from ticket creation. Time to Resolution should really be 24 hours from the start of the date in the Opening Date field, so we'd like to prevent it from counting down to the 24 hours until the start of that particular date.

I am our Jira site admin, and am comfortable with customizing workflows, post functions, etc. if there's a way to do it via a workflow change.

 

ETA: sorry, missed your updated question about how that field gets filled. It's a field on the actual request that the customer fills out. They provide the date at the time the ticket is created.

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