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what do approvers not approved ticket as per SLA ,

Sunoop Puthur August 24, 2023

Some approvers are taking a long time to approve. IT service desk agents can manage this situation, because there delays response will affect ticker SLA 

3 comments

Dirk Ronsmans
Community Leader
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August 24, 2023

@Sunoop Puthur can you clarify your question a bit?

If you mean that your SLA becomes an issue because your approvers take too long to approve/decline then I'd suggest rethinking your SLA's. (or really SLO's since SLA's and requests are a bit weird)

Normally an approval should not be part of the SLA/SLO process. The SLA should reflect the time it takes to execute the request and not the full cycle.  (especially if the approval is not part of the IT organisation but maybe a manager of the requester).

Like Esteban Diaz likes this
Curt Holley
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August 24, 2023

What @Dirk Ronsmans said.

Rick Westbrock August 28, 2023

In the SLA configuration in the Conditions section there is a "Pause counting time during..." section where you can exclude a status. If you have a discrete status which requires approval such as Waiting for Approval then just exclude it from the SLA timer so that agents don't get penalized for approvers taking too long to respond.

pause-while-awaiting-approval.png

Kateryna_v_SaaSJet_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
November 30, 2023
 
If this is a stable problem, then I would recommend that you set up notifications to approvers sometime before the deadlines. But if the client side has to approve, it can be set as a condition for SLA Pause.
 
If you are not against using third-party apps, I will show you an example of such settings in the SLA Time and Report for Jira add-on, which my team developed.

1.png
 
You can customize this for your project as well. The add-on is free for teams of up to 10 users and has a 30-day trial, so give it a try!

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