The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
Hi,
I am new to Atlassian and looking for help on configuring SLA.
Requirement: We are trying to setup an SLA (basically a OLA for internal teams), wherein we are trying to track tickets where customer updates are due. Example:
1. Client opens a P1 ticket -> we have a commitment to send updates everyone hour.
2. Engineer picks the ticket and sends a update to client between 0-60minutes and the SLA is met. But the trigger for the next update between 60-120 minutes should trigger.
Ideally the SLA condition should reset. I tried all possible conditions and options no luck.
I am able to setup SLA and meet it once but not able to create repeat cycles. But for any support organization this is very crucial and very basic as we are gauged on our response SLA to the tickets.
Checked this link : https://confluence.atlassian.com/servicedeskserver/example-creating-an-sla-with-multiple-cycles-939926419.html This doesn’t help, why – This works when specific status is set, but what if a engineer follow the process?
All that we need is a mechanism where, SLA is met and reset. Possible? Any suggestion on this is much appreciated.
Hi @Wasim Buden
You can try to do this using SLA Time and Report app. It gives the possibility to set the comment as a start/pause/stop condition for the SLA timer. And if you want that one command ending first SLA AND start next new SLA - you can set few SLA conditions. In one of them, the comment from one role will be a stop for the timer, and in another config, it will be a start.
Hope it will help you
Regards
Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...
Connect with like-minded Atlassian users at free events near you!
Find an eventConnect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.
Host an eventYou're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events