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?

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