We are using JSD but i would like to trace how much time my engineer took to pickup the call (start acting) after assigning the call and separate time calculate to capture how much time took for closure.
Since time clocking start from Open state itself hence unable to find correct times taken by assigned engineer to start action and closure. Please help.
I do not quite understand about components and your requirements. In SLA there is always a default JQL. If you do not define a goal for it then there will be no SLA by default. Then you can add a new goal for your components and SLA will be shown only for your components.
Do you mean that you do not need SLA in terms of Jira Service Desk? SLA means the counter which is shown in every ticket In Jira Service Desk. You mean that you want somehow to define how long an issue was in certain statuses? And you do not want to use SLA functionality of Service Desk?
Have a look at time in status plugin
Or you can write a custom solution by your own plugin or using Adaptivist ScriptRunner or something similair.
If you are not on Cloud, you could for example make a scripted field in Adaptivist Scriptrunner which would show you the information but you would need to do some coding
Or if for some tickets SLA must begin from Open Status and for some tickets from In Progress status, then you could define 2 SLAs. Default JQL in both of them would have no goal. And then you would add additional goals to each of SLAs and define with JQL for which issues each SLA must appear. If your JQL queries do not intersect then you would have only 1 SLA for each issue
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