How to apply specific SLA only once

[Przemysław Grzesiak]

Hi

Like in topic I need to configure SLA so that it is applied only once. The SLA should be applied when ticket is assigned to specific Support Level Group but only when the same ticket was never assigned to this group (so not if the the ticket is reopened or send back to this group)

Conditions:

1. Tickets may be opened with the Support Level that should fire the SLA but may be opened with other and then transferred to this specific one.

2. Each transfer to another Support Level sets ticket status to "Open" (may be transferred from "In Progress" or from "Open")

3. Each Support Level change is done by specific transition, changing only field value that stores Support Level is not possible.

I tried to search for tickets with JQL:

Reaction-Time-SLA-once != breached() AND Reaction-Time-SLA-once != completed() AND Reaction-Time-SLA-once != running()

but it does not work.

[Alex · Accepted solution]

@Przemysław Grzesiak 

If you are referring to filter issues of an SLA goal Issues to display (in JQL), I guess your JQL would be something close to this:

assignee was not in membersOf("Support Level Group") and "Support Level" = "YourSupportLevel"

I am assuming the issue will be assigned to an agent within the Support Level Group, and an appropriate support level will be set before the issue is transitioned to Open.

I hope it helps,

Alex

[Przemysław Grzesiak]

Hi Alex

Thanks for your reply, unfortunately we cannot base on membership of past assignees. I might have mislead you writing about "Support Level Group". Actually the field is called "Support Level" and it may group (but only for 3rd level) several "Assignment Groups". None of these custom fields support "WAS" operator.

Assignee membership won't work as ticket can be moved between Support Levels without setting assignee and tickets are placed in queues based on combination of "Support Level" and "Assignment Group" custom fields.