SLA goal based on comments to reporter

Hi, we have an SLA which requires our support team to provide a follow-up comment to the reporter e.g. every 4 hours. So, every time the support person creates a comment for the reporter, another 4 hour cycle starts until a new comment is made. I could not find a way to set this up in JIRA Service Desk.

Anybody tried this before?

1 answer

Hi there,

I believe that this article answers your question: JSD SLAs.

Please let us know if you have more questions.

Cheers!

Hi, thank you for the quick reply. I basically want to Stop the current cycle when a new comment is entered for the reporter. But I also want to start the new one at the same time (so, Start = Comment for Reporter and Stop = Comment for Reporter). But it seems that having the same entry both for start and stop does not do what I require... Regards.

I am not sure, but I hess it creates a conflict on it. The best way would be to have different SLA times for each action, and then set it properly. :)

Thank you. We may have to consider changing the SLA a bit. Thanks again. Regards.

Susan Hauth Community Champion Mar 11, 2016

@Dataloy VMS, we have the same requirement.  Were you able to configure the SLA to make this work?

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...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...

21,379 views 13 32
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you