Within service desk, creating an SLA for time to assignment has a couple bugs and I am trying to figure out a work around.
If you create an SLA for tracking the time to assignment, the only usable option is Assignee: From Unassigned. This is great if the assignee was unassigned to begin with. If, however, one of our agents creates the issue and assigns it at the time of creation, the assignee is never unassigned and thus the SLA keeps running to no end.
I was hoping there would be a stop condition like Assignee: Set that would solve this, like there is for the pause on, but alas it doesnt exist.
Is there any useful workaround until Atlassian adds this condition?
Screen Shot 2014-09-15 at 11.06.05 AM.png
Have you had much luck on this front yet?
I'm trying to achieve the same thing. I have an identical SLA to your original post, with one exception; I've excluded issues in which "assignee IS EMPTY" in the JQL filter. Unfortunately, once the issue becomes assigned, the SLA is removed from the issue and thus the data is lost.
Really what I think we need is the "Assignee: Set" condition on the "Stop" functionality. Is that functionality possible Atlassian?
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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