I have an SLA rule meant to identify if a ticket is assigned within 10 minutes of creation. It works for tickets that do not auto-assign but if a Request Type is given an assignee value upon creation, the SLA doesn't trigger.
Goal 10m "all remaining issues"
Conditions: Issue Created
Finish counting: Assignee changed, Assignee from Unassigned, Entered status Rsolved
Can you post your JQL for the offending SLA? You likely need to make a change to it.
If you have something like "AND assignee IS NOT EMPTY" -or- "AND assignee NOT IN (name1,name2,name3)" in the JQL, that would be the issue. Somehow you are requiring the assignee be unassigned in the SLA.
Since this is in the Cloud, I don't have a full JQL statement available to me. It just says "All Remaining Issues".
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Hi @Lois Graham
You can set SLA like below
TIME GOAL: 10M
JQL=assignee is EMPTY
Start counting time when = Issue created
Finish counting time when = Assignee: From Unassigned, Assignee: Changed
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I think I tried that but I'm not sure what to do about the "all remaining issues" goal that is also created (that I cannot remove).
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Ahh ... yeah I didn't think about BLANK targets.
I created the rule and then put in a ticket. Before it is assigned, the "Time to Assigned" SLA is counting down.
Once I assign it though, the "time to assigned" SLA metric disappears from the ticket's view.
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Great to hear this, Please mark the answer Solved, if it solved your query.
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It didn't solve it though ... it causes the SLA metric to disappear from the ticket.
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