Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
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

Is it possible to add time to an SLA?

We are using different projects for our Tier 1 and Tier 2 support teams. Most software issues come directly to the Tier 2 project, but some issues spend time with the Tier 1 group first and get escalated to Tier 2.  When this happens the issue in the Tier 1 project is closed and a new linked issue is opened in the Tier 2 project. 

Form the customer's perspective the SLA for 'time to resolution' should cover the total time the issue spent in both projects. Is there any way that we can add the time spent on the Tier 1 issue to the Tier 2 issue when it is opened in order to accurately calculate and track the total time to resolution SLA?  

1 answer

1 accepted

0 votes
Answer accepted

Hi @Matt Baker ,

You cannot add the SLA time from one issue to another. But what you can do, is tweak the workflow of the issue you escalate to tier 2: instead of closing issue 1 when you do the handover to the other team, add a status to your workflow (something like: escalated or 2nd line or ...). Set up an automation rule that closes your tier 1 ticket when the linked tier 2 issue gets completed and keep the SLA timer running on your tier 1 issue.

Hope this helps!

Suggest an answer

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

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,582 views 20 12
Read article

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