Creating Issue as soon as a request is recived in service management

Prabhashankar Rai December 9, 2024

While doing the automation for creating . I have 2 mandatory fields as start date and due date . For start date i have used {{now}} but for due date it should be as per the time to done SLA . How to configure this ,can anyone help me with the Query.

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Tessa Tuteleers
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December 9, 2024

Hi @Prabhashankar Rai , 

Welcome to the community! 

Unfortunately this feature does not exist at the moment. There is an open feature request for it here: https://jira.atlassian.com/browse/JSDCLOUD-174

If you need to calculate the duedate for your other issue, you would be able to do it by using the different goals in the SLA to calculate the difference in dates yourself (using conditions in your rule).

It's dirty and will require a lot of maintenance whenever you change SLA goals, but I think it is the only way. 

- Tessa

 

Tessa Tuteleers
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 9, 2024

Hi @Prabhashankar Rai , 

You just created a new answer instead of following a thread, I will answer your question here so it stays together ;) 

You would need to create a condition for each goal and calculate the dates yourself. 
You can calculate with dates like this: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-date-and-time/

So for example if you have the following goals: 

- issuetype = incident AND priority = high -> 8h (24/7)

- issuetype = incident AND priority = low -> 24h (24/7)

 

You would need to do the following calculations: 

- add the goal to {{issue.created}} (assuming the SLA started when the issue was created) - convert it from date-time to date
- use it as input in the due date field.

So for your goals the smart values would be:

- 8h: {{issue.created.plusHours(8).jiraDate}}
- 24h: {{issue.created.plusHours(24).jiraDate}}

 

(!) If your SLA's are not on a 24/7 calendar, it is possible to make different calculations too using functions like toBusinessDay and compareTo, but that would get more complicated.

Look into the date functions and you will see a lot is possible working with those dates. 

- Tessa 

Prabhashankar Rai December 9, 2024

Hi @Tessa Tuteleers 

 

Got it ! thanks.

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Prabhashankar Rai December 9, 2024

Hi @Fazila Ashraf  @Tessa Tuteleers ,

Thanks for the response.

Can you help me understand how to set the time to done date as my due date. Is this possible.

 

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Fazila Ashraf
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 9, 2024

Hi @Prabhashankar Rai 

Welcome to community!

In the automation, you can have if else conditions to validate different criteria which also are applied on your SLAs and then determine what should be the duedate and then trigger the creation?

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