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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

SLA not triggered from Herzum Approval

Hi everyone,

 

I am currently working on a project and I have created a workflow which should approved or declined from herzum approval e-mail when issue created. My SLAs don't stop when I approve or decline from herzum mails but they work perfectly otherwise. Is there any configuration problem with Herzum?

 

Thanks,

Eda

2 answers

Hi Eda,

Is the workflow transition performed by the Herzum Approval app?

e.g

img1.PNG

If yes, please ensure to have setup the Automatic Workflow Transition Global Setting on Responsive as per following example:

img2.PNG

This change should fix this issue.

 

Best Regards,

Antonella

Hi Antonella,

 

Thanks for your answer. I checked these and yeah they are exactly like pictures you sent. But when I reject from mail the status is setting to Closed but sla doesn't stop.

 

Best,

Eda

Hi @Eda Bahar ,

Welcome to the community!

Can you share a screenshot of your SLA configuration?

Best,

Gökçe

Hey,

 

Thank you!

Here is my SLA, I think you know Turkish but in case you don't know Çalışılıyor means Working on it. After I ask my question my SLA started to work well without doing anything! I work on my own computer locally, my friends from work told me that the cause can be me working locally which is possible but I just want to know that is there any sync problem with herzum or not. Or possibly is this my fault somehow?

 

Thanks,

Eda

Screenshot from 2020-08-21 13-22-49.png

No, it is not working again!

What happens to the issue when an issue has a herzum approved email? Is it transitioned to ÇAlışılıyor status by project automation or something? 

If project automation or a script listener is working to transition the issue when an herzum approved email you need to check those menus.

 

Selamlar,

Türkçe biliyorum ama community'deki kullanıcılara ileride faydalı olması açısından İngilizce cevap vermek istedim. Daha rahat edecekseniz Türkçe de devam edebiliriz.

 

Cheers,

Gökçe

I've checked those. Look what is happening right now. It is already in status Kapalı but SLAs don't stop. And the funny thing is that it was working this morning and i dind't change anything!

 

Best,

Eda

Screenshot from 2020-08-21 14-49-04.png

Hi,

Did you check the @Antonella Capalbo 's recommendation? It will probably work.

Hi again,

Could you share a screenshot of this ticket's history?

Like Antonella Capalbo likes this

Hi,

You meant these?

Screenshot from 2020-08-21 16-17-18.pngScreenshot from 2020-08-21 16-17-07.png

Issue history is at the last section in the view issue screen, towards the bottom of the page under the Activity section. Can you share a screenshot of this section for an issue that has the problematic SLA meaning issue is in the Closed status but the SLA is still counting?

history.png

Sorry. Here it is

Screenshot from 2020-08-21 16-35-53.png

This is odd, SLA should stop. At this point, I suggest opening a support request from Atlassian or Herzum. I suspect there is a mix up between the events but I'm not so sure. Is JSD SLA working as it should now?

I've created a support request from Herzum, i hope they'll figure out. It still doesn't work properly. But thanks for all.

 

Best,

Eda

Suggest an answer

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

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

163 views 0 4
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