first I should say that I'm very happy to start using JIRA solutions. Great solutions! :)
I'm using JIRA as cloud and my job here is using JIRA like unique central of alerts.
I just created a service desk called by AC. So, I have 3 customers using AppDynamics. I tod this integrations so when one metric take a health rule violation, one incident (using a custom issue type) as created in JIRA (service desk module).
So...what's my doubts:
1) doing this, I'm using one workflow for all. Can I use one workflow for each customer? One rule where if alert has coming from CUSTOMER A, so use this workflow therefore CUSTOMER B other workflow.
2) I created some SLAs for one alert. So, I have first SLA where my analist have 5 minutes to click on "on going",after this the SLA should be restart to 1 hour tonext "on demand". My problem: when I click on "on going" the SLA isn't refresh, just SUM the minutes/hours.
Tks in adv!
1. You could try making workflow conditions based on who the customer is to make the workflow do different steps. OR you can have different issue types/request types for your customers but you won't be able to hide them without a plugin, so you would have to instruct them on which request type to raise. Or use plugin Extension for JSD to hide request types by groups.
2. The SLA won't restart it's just continuous unless you force it to one status and then back again to the starting status. The same Plugin (above) does a restart as a workflow post function. However, maybe you should have two SLAs. One for the first "On going" 5 minutes. then it ends. And a new one for 1 hour after that first step?
Hope that helps
So all those "start" conditions are like an OR condition. If it hits any one of those statuses it starts. But it will never stop until it's resolved.
In order to have a restart you have to make it stop first, then the next time it hits one of the start conditions it will start again.
But you can't combine a single status into both start and stop. That won't work.
This might be useful to understand SLA with multiple cycles:
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