i have a service desk in which i have issues that have due dates in a few days (even weeks). These issues will remain untouched by a technician until a few days before that due date. I currently have SLAs on these issue, but the SLAs starts as soon as the issue is created, so the SLAs are wrong.
How do you guys manage these situation? I can think of a few way to fix this, but i'm not sure which one is the best!
What you guys think of that situation?
David - looking at the SLA, you just need to change the "start" point to not be Issue Created, but some other flag - you'll need to create a status for the technicians when they are ready to start work, for the SLA to then track. Makes sense?SLA change.PNG
Thanks @jon-paul cameron for the idea, it basically refers to my first point on my question. I'm scared with that solution that the tech. could move an issue without due date to that state, and stale the SLA without me knowing.
It's purely administrative, but i'm still curious if there's other ways to do this.
After fighting with the "Extension" plugin, and not being pleased with the results, I decided to figure out how to handle this problem without the need for third-party add-ons.
What I've settled with pretty much comes down to this: due dates are a special case, and do not require an SLA. At least, not the default "Time to resolution" one. So I created an exclusion.
When defining SLAs, an issue is compared to each "goal" from top to bottom, until a match is found. So, what I did is add the following JQL goal to the top of my SLA (duedate is not EMPTY). The target time is empty.
Thus, any issue with a due date will not have an SLA at all.
Hopefully that helps someone. It took me a while to figure out that this problem is so easily fixed.
Please tell me if I am thinking correct:
@Diogo Barbosa, welcome to the community. It seems you are simply asking how to configure SLAs in JSW. In other words, there is not a JSD question here am I correct? If so, ideally this would have been a new post tagged under JSW. If not please tell me how JSD fits into your question here.
With that said you might consider leveraging an automation addon like Automation Lite for Jira Cloud. I haven't attempted but expect something could be fashioned to work but may require the paid version.
So now I believe I understand your situation to be the following:
Today you use JSD w/ SLAs. Some of the JSD issues require effort from say Development who use JSW. So, in order to keep the focus on the JSD SLA you want to ensure the JSW users are also "on the clock" by implementing some form of SLA on their assigned issues. You can create any countdown timer like JSD. You may be able to fashion an acceptable solution w/ automation but I'm betting ultimately you will need to use a scripting addon, e.g. Power Scripts or Scriptrunner.
With that said, were it me, I would first look at simply leveraging JSD SLA to notify the developer when it is about to breech. When the JSW issue is created you could include the due date & time into a custom field and then using Automation in JSD send out a notification to the developer.
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