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A fresh look at SLAs in Jira Service Management

46 comments

Emma Hamlin January 13, 2022

Hi,

I am also experiencing issues with this new format - for example, I report to my customers on Time to First Response and Time to Resolution.  With this new format, the following ticket was created on 17th August with a Response SLA of 24hr - so response should be 18th August, but it is showing as tomorrow at 7:59pm.  The the Resolution time, which should be within 1 week of the creation date is also showing as tomorrow but an hour later than the Response time.

image.png

I cannot get these new SLA's to match any settings in our JSM project and they should be reverted back until there is a proper solution in place.

Like Joan Ferrer likes this
Benjamin Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 13, 2022

Hey Emma, 

If the resolution time is a week this should be displaying with a week from the creation date. Can you share the goal config for this one?

Cheers,

Ben

Emma Hamlin January 13, 2022

Hi Ben,

I believe that is what I sent in the attachment but please let me know if I am wrong

Emma

Benjamin Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 13, 2022

@Emma Hamlin I can see your queue view. But I mean the SLA itself. The goal time, and JQL that feeds it.

Emma Hamlin January 13, 2022

Hi Ben,

Goal time for Response SLA is on the 2nd page of the attachment

Goal time for Resolution SLA is below

image.png

Does this help?  Neither seem to calculate from the creation date

Emma

Benjamin Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 13, 2022

Hello all,

I want to say a huge thank you to everyone who took the time to provide feedback on this change. Especially those who took the time to meet with me on Zoom to talk about their specific SLA usage.

Based on your feedback we have decided to add a configuration to allow you to decide which format is right for your SLA. I will provide another update once I can confirm details and an ETA.

Cheers,

Ben.

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Benjamin Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 13, 2022

@Emma Hamlin it might be easier if we can chat about it. Please feel free to grab a time in my calendar

Emma Hamlin January 13, 2022

Hi Ben,

That sounds great - I cannot access you calendar though - I get the following

Benjamin Paton

This Calendly URL is not valid.

If you are the owner of this account, you can log in to find out more.

Emma

Sean Tickle
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January 13, 2022

When can we expect an option to revert this change as my organisation is experiencing the same issue in that we are using a service desk project to centrally manage support tickets and this has made it much harder for the team to work against and is in fact slowing down our response slightly due to confusion in the team.

Hannes January 13, 2022

It takes a load off my mind @Benjamin Paton to have an option to decide the format as needed. You've heard our feedback and we all really appreciate this!

Kristina Radeva
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January 13, 2022

I find this change to be extremely inconvenient and unnecessary. Is it possible to make this quickly configurable? Our team really doesn't want to see when it ends, just the hours. We have the right to be able to choose. 

Like Joan Ferrer likes this
Nikolay Petrov January 13, 2022

Thank you for sharing the great news, Ben,

Our team will appreciate the choice.

Looking forward to hearing more from you.

Best wishes.
Nikolay Petrov

Joan Ferrer
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January 13, 2022

Honestly, I prefer the old format, if I see the number of hours I see easily when do we have to finish a ticket as I have the working calendar in mind, it doesn't seem something complicated to me.

On the other hand, my main problem is with the tickets closed after the expected time. With the old format I could see if something has been completed 2 hours late or 2 months late with a glimpse, now I see tickets closed after the expected date but I don't know if it's a light delay or a critical delay.

In summary, I would like to return to the old format, or at least have the option of 2 separated fields: Time to Resolution and Expected Resolution Time.

Like Nikolay Petrov likes this
Jane Nguyen January 14, 2022

Agree with Joan Ferrer - we need the control to display countdown timer 

Thanks for the updates, Ben!

Hannes January 15, 2022

Hi @Benjamin Paton

we have talked to some customers and they prefer the Server Solution grouping more than 7 days in 1 week and so on. This differs from the former cloud format which only included hours

 

Screenshot 2022-01-15 123046.png 

Best, Hannes

Hannes April 14, 2022

Hi @Benjamin Paton . Do you have any updates for us? We're waiting for this:

 

Based on your feedback we have decided to add a configuration to allow you to decide which format is right for your SLA. I will provide another update once I can confirm details and an ETA.

Like Péter Péli likes this
Benjamin Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 14, 2022

@Hannes rollout is planned to start on the 25th. Assuming nothing unexpected you will see the change in your instance over the course of that week.

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Hannes April 19, 2022

Great news thanks a lot @Benjamin Paton This will give us the flexibility to choose the best setting for each customer we have :)

Benjamin Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 1, 2022

Quick update on this one. We were unable to commence rollout for this feature last week as originally planned. We are facing some internal delays associated with the recent Atlassian incident. 

The feature is ready to go, and we will make it available to you as soon as possible. I hope to confirm a specific date this week. Sorry for any inconvenience caused.

Dirk Ronsmans
Community Leader
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May 1, 2022

Appreciate the update!

Good to hear the feature is ready and we're just waiting for a release now.

Benjamin Paton
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 6, 2022

Rollout of the toggle has begun. I have updated the article to reflect the change. Thanks everyone for their patience.

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