Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Cloud SLA - Issues to Display (in JQL)

Good Day,

 

Please advise me when creating an SLA, it automatically puts the Issues to Display(In JQL) to All remaining issues

But it seems that not all request types are included into this JQL, how do i change this or review what it includes

 

the problem is that the 4hr response is not calculating on all issues

Jira SLA - Issues to Display.png

3 answers

1 vote
Dirk Ronsmans Community Leader May 18, 2021

Hi @Lynette and welcome!

That is strange, when you save it like that it should calculate on all issues within the project.

Keep in mind that when you save the SLA it does take a few minutes (depending on how many issues you have it could be quite a few) before it will show up on all the issues you are view.

The SLA needs to re-index the issues in the backend and do all the calculations (breached or not, counting down..)

For the SLA you show in your screenshot I don't see any reason why it wouldn't show up on all issues/issue types

@Lynette As Dirk says, the SLA might take a couple of seconds to trigger - they won't show up right in front of your eyes, so try refreshing the page. With your configuration, the SLA should be triggered for all created tasks

As an example, this ticket was Created April 20, 2021, 7:35 AM

the 1st Response occurred on April 20, 2021, 8:38 AM - customer reply

the reporter on the issue is assigned to a user, but the Time to first response is not calculatingJira Example.JPG

@Lynette ,

well time to first response is there on the screen so it is triggering for that issue. It also has the goal for 4h. So that part of the goal (the JQL of "all remaining issues") works fine.

I assume you want it to stop counting when something happens? That would be in our conditions (pause/stop) which I cannot see in the screenshot  of your SLA definition

How do you define your first response? (a comment? a status change?)

So if you could post that we could take a look there.

It Starts when an issue is created, and should stop when you reply to the customer

 

Jira Example 2.JPG

Hi @Lynette ,

This is actually very similar like an issue I adviced on some time ago.

https://community.atlassian.com/t5/Jira-Service-Management/SLA-timer-rules-question/qaq-p/1651123

The Comment: For customers seems to have a bug in it/limitation on how it works

Especially: 

SLA 'Comment for: Customers' not working when an agent is considered as 'client' (e.i. he/she is a reporter and/or request participant and/or member of that organization).

I would suggest (like that issue mentions) to use a state transition to something like "waiting for Customer" to trigger this.

Or if it is to acknowledge the ticket to just trigger it on assignment/work in progress 

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Management

JSM June ask me anything (AMA)

Hello Community members! We’re wrapping up the end of JSM June with an Ask Me Anything (AMA) with the Jira Service Management product team. This is your chance to ask all your ITSM questions to o...

270 views 13 14
View question

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