Hi community.
I need to change the time to resolution in the issues that the state is reopen.
When a issue is reopen for the client in the service desk the time to resolution must be 0 and not the old time plus the new.
Whith Script rumner I can do this?
Thank's
Why would you use Scriptrunner for that?
What you seem to want is a Multi-Cylce SLA, meaning an SLA that restarts completely.
And an article that could explain it a bit more (with or without an addon)
interesting. I didn't even know they had added that. Guess I haven't created an SLA in awhile. ;-)
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Well the documentation is for server so I'm hoping that SLA is just SLA at this point :)
You don't have to set up anything special for it, the way I see it, if you STOP the timer and restart it it should go in to multi cycle mode.
If you however Pause it on Resolved and it continues/start's again on re-open I would think it add's the extra time to it.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
not sure. i need to test this out. I was perusing the last article and it seems to reference SLA Time and Report addon for multi-cycle. My past experience (currently configured SLAs) always pickup the timer where it ended, i.e. doesn't reset to the SLA goal. But TBH I need to go play w/ it to see as it has been a long time since I really poured myself into the SLA behavior and cloud changes frequently.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
The way I interpret is (and that could be horribly wrong):
The article I mentioned does include an app but I only included it cause I liked how it visually represented the multi cycle part :)
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
you are correct! I just tested and in fact the SLA does "start over" on reopening.
Start: Issue created, resolution cleared
Pause: Waiting for customer
Stop: resolution set
I clear the resolution on the reopen transition
TBH, I have no idea why I thought it picked up where it left off. Either I'm just off base or maybe it did that at one time. Regardless glad to have this cleared up.
So now, @Eduard Diez i'm confused as to what you are seeing and why.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
I somehow feel that this is a bad implementation of the default SLA's when you create a JSM project but let's leave that up for discussion :)
@Eduard Diez if you have it set up like @Jack Brickey mentions here it should reset to 0 (well it will give you your entire goal again instead of adding time)
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
The article is interesting but the application is paid,
So I read the article and I try. Thank's
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Perhaps I shouldn't have added that link. You dont need the app to do this.
if you just create an SLA with a Stop condition on the Resolution:SET and a START condition when you re-open it it will give you the full goal again and reset the count.
No apps needed. I just included that link to the article with the app as it explains the multi-cycle SLA concept visually :)
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Have you considered implementing a new SLA "Reopen TTR". In other words leave the original TTR 'closed' and start the Reopen TTR on reopen transition. this would necessitate adding a "Reopened" status.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
I must talk whith the client but is a really interesting idea.
Thank's
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.