I was wondering if it is possible to reset an SLA if a ticket is escalated from P2 to P1 for example.
P1 = 15m time to first response
P2 = 1h Time to first response
The thing is that it shows that the SLA was breached because the Time to first response took 30 mins as it was created as a P2 but escalated to P1 afterwards.
Thanks for your input!
I use the field priority to indicate the priority.
So here is my SLA for when a ticket is created as a P2:
Time to first response
Start: Issue Created
Stop: Comment: For Customers, Entered Status: Closed, Entered Status: In Progress, Entered Status: Not an issue, Entered Status: Under Analysis
And it targets this JQL:
project = ECS AND issuetype = "Bug eCom" AND priority = "02 - High"
For P1 tickets, it targets this JQL:
project = ECS AND issuetype = "Bug eCom" AND priority = "01 - Urgent"
This issue the team is having is when a ticket is created as a P2 but escalated as a P1 during the analysis process, it shows that the SLA was breached because a P2 SLA to TTFR is 1h and P1 SLA is 20m.
Maybe I created these SLAs the wrong also...
Thanks for your answer.
I think the solution for you will be to create a new transition step for escalation.
Your 'start' criteria is not changing, so all you're doing is telling the SLA that it has a tighter timeframe than before, but not 'restarting' it.
Try to create a workflow loop 'Escalation' by transitioning from your start status to your start status, and add a trigger that the priority will update to p2.
Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...
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