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How do I create a new SLA for resolution with conditions that are already used for other goals?

John Jos August 11, 2023

Hi there!

I have a project with 4 different issue types. These issue types have different SLAs for Time to Resolution.

e.g. For Epic, I have set it as 48hrs with the condition that it should 'start the count' from 'To Do' and 'to pause' when waiting for user and so on...

Now I am trying to create another SLA for time to resolution for Story that starts with 'To do' as the first step and set 72h as the goal and here, the count should start from 'Open' and should not start from 'To Do'. 

How do I make this work? I tried adding the conditions as per the requirements and also tried adding a new SLA for resolution but the original 48h keeps popping up probably because of the older condition for Epic? Please help!

Thanks!

Best,

JJ

2 answers

1 vote
Esteban Diaz
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August 11, 2023

Hi @John Jos ,

As I can understand, you need to start counting, pause, and stop counting time on different or status for each Issue Type. 

If this is the case you will need to create an individual SLA for each Issue Type ..e.g:

  • Epic Time for Resolution (starts in Open status)
  • Incident Time for Resolution (starts In Progress status)
  • Problem Time for Resolution (starts in Pending status)

Because is not possible to set conditions to Start/Stop/Pause SLAs.

 

But from my personal point of view I will prefer to align workflows and use the same status names as opening statuses (instead of using To Do, Open, Pending, etc. ) all the workflows should start for example with Open and try to apply the same concept to close issues.

 

Let me know it worked 😁

Cheers, 

Esteban Diaz

John Jos August 14, 2023

Hi Esteban,

Thank you for the suggestion. I have tried your second suggestion i.e. aligning workflows. Unfortunately, the SLA requirement set by the team is such that the new workflow should start the count from 'Open' while the other existing workflows start from 'To Do'. :(

I also tried creating different SLAs - I created a new resolution SLA for the new workflow and named it 'Resolution for ABC Workflow' and made it like the SLA should start the count from 'Open'. But for some reason, the new issues with the new workflow with this new SLA still reflects the existing SLA as in there are 2 SLAs for resolution with different timeframe. Do you have any suggestion on how to get this fixed?

Again, thank you very much for taking the time to respond. :)

Best,

JJ

   

Esteban Diaz
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August 14, 2023

Hi @John Jos , 

To solve this situation you will need to update your existing SLAs making them mutually exclusive.

e.g: if you need a new SLA for Epics, you will need to specify that this SLA will consider only epics in the JQL: issuetype = Epic  ... and at the same time you will need to update the other SLAs to consider only ...Problems or incidents, or stories and not Epics.

This will be like scoping each SLA ..

 

Cheers, 

Esteban Diaz

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John Jos August 14, 2023

Hi Esteban - I am not sure if this is what you meant but here is what I did: I created a new SLA and named it 'SLA for Bugs' with the condition that it will start once it's 'In Progress'. 

But for some reason, there are 2 SLAs (please see attached). One SLA for Bugs as it should be and the other one is from the existing SLA with the goal for 'All Remaining Issues'. This cannot be edited. How do I get this to go and see only SLA for Bugs?Screenshot 2023-08-14 193329.pngScreenshot 2023-08-14 192526.pngScreenshot 2023-08-14 192424.png

Thanks!

Best,

JJ

Esteban Diaz
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August 14, 2023

Hi @John Jos , 

I guess that I know what the problem is....

The thing is that when you create a SLA, your are actually creating a new custom field... and you must have both SLA fields in the same screen.

Yo can solve it ... creating a different screen for Bugs and include only the SLA for bugs on it.

Let me know it worked 👍

Cheers, 

Esteban Diaz

John Jos August 16, 2023

Hi Esteban - Thank you for the suggestion but it still does not work. I was already using different screens but created another one just to be sure and it still does not work. :(

I suppose I will check with the Atlassian team once.

Thanks!

Best,

JJ

0 votes
Kateryna_v_SaaSJet_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
October 16, 2023

Hi @John Jos 

I think the following has already been recommended to you, but you should create separate SLAs with different issues as conditions for Start.
I will show how to set this in the SLA Time and Report for Jira add-on, which you can try with a 30-day trial.

For the Start condition of each of the SLAs, choose one type of issue and the required statuses (To Do or Open). Set the SLA goal of one SLA to 48 hours and the other to 72.

1.png2.png
Save all SLAs, and it will work without crossing or starting on the same tasks.

My team developed this add-on, so if you need further help, please don't hesitate to ask.

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