It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Same Status different groups, different SLAs

Hello colleagues,

I'm working with Service Desk and I want to count SLA time depend on GROUP assigned.

I have 3 GROUPS and I want to know the time that the issue has been in each GROUP.

I want to do it only with  one status.

Can be done?

Best regards.

1 answer

1 accepted

1 vote
Answer accepted

Hello @Juan José Marchal Gómez

You can, but you need a different status for each group so it starts when entered status X and stops/pauses when entering status Y, you can also edit SLA goals, with JQL.

BR, O

Hello,

 

this is that I thought.

 

But, Imagine that I have 10 different teams and I want to monitoring this 10 SLA.

 

I will need 10 different status with the current interactions and 10 SLA 1 for each group?

 

It's strange that I need to do so complex my workflow in this situation.

 

Best regards.

I understand, 

I was wrong since you have multiple SLA-s you just need to add specific JQL to Goal and you don't have to change the workflow.

For example SLA_1 JQL team = Alpha  and all remaining issues no target, and so on

I think that I understand you.

 

 "Count time" will need status of "levels" but if The level of each agent is the same, I can use JQL to use the same SLA depend on team...

 

Ok. I will try. Thank you very much.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Desk

[ Survey ] What does the future of ITSM look like? Take our survey today!

Hi all! We’re interested in learning more about your ITSM practices - what’s the current state of your ITSM practices? What are your aspirations for your IT team in the future? Which ITSM trends ar...

34 views 0 3
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you