Separate SLA tracking for sepcific component but should not applicable for any other component??

[Abhijit Kirdat]

Hi

We are using JSD but i would like to trace how much time my engineer took to pickup the call (start acting) after assigning the call and separate time calculate to capture how much time took for closure.

Since time clocking start from Open state itself hence unable to find correct times taken by assigned engineer to start action and closure. Please help.

[Alexey Matveev]

Hello,

You can define yourself, from which status SLA shoud begin to count. You can begin to count not from Open status, but for example, from In progress status.

[Alexey Matveev]

[Edited]

[Abhijit Kirdat]

But this SLA will display to every ticket which is not belongs to that component. And i dont want that.

[Alexey Matveev]

I do not quite understand about components and your requirements. In SLA there is always a default JQL. If you do not define a goal for it then there will be no SLA by default. Then you can add a new goal for your components and SLA will be shown only for your components.

[Abhijit Kirdat]

But that is a SLA but if suppose i want to capture total or average time taken to close the call with my requirement. Will i able to perform it with this setting ??? I really dont understand how to apply this.

[Abhijit Kirdat]

I do have my existing SLA for all the components/Teams but if i apply this then it will set a bar/SLA for closure. I actually dont want that. I want to capture time taken to resolve call from Inprogress to resolve

[Alexey Matveev]

Do you mean that  you do not need SLA in terms of Jira Service Desk? SLA means the counter which is shown in every ticket In Jira Service Desk. You mean that you want somehow to define how long an issue was in certain statuses? And  you do not want to use SLA functionality of Service Desk?

[Abhijit Kirdat]

I want SLA functionality but in my existing setup SLA has been defined for all different categories separately for that component. But If i decide to give SLA then what should i write in SLA goal

[Alexey Matveev]

Have a look at time in status plugin

https://marketplace.atlassian.com/plugins/com.obss.plugin.time-in-status/server/overview

Or you can write a custom solution by your own plugin or using Adaptivist ScriptRunner or something similair.

If you are not on Cloud, you could for example make a scripted field in Adaptivist Scriptrunner which would show you the information but you would need to do some coding 

[Alexey Matveev]

If you want to use Service Desk SLA, then you can create a new SLA. Then you would have 2 SLA's for certain tickets. 

I really do not understand your requirements. Sorry.

[Alexey Matveev]

Or if for some tickets SLA must begin from Open Status and for some tickets from In Progress status, then you could define 2 SLAs. Default JQL in both of them would have no goal. And then you would add additional goals to each of SLAs and define with JQL for which issues each SLA must appear. If your JQL queries do not intersect then you would have only 1 SLA for each issue

[Abhijit Kirdat]

But I just want time tracking between Inprogress status (from next status of Open & assign to engineer) till closure & Open to Inprogress

What is the best way to track it