I have requirement but i'm not good at SLA's I dont have much Knowledge with SLA's can you please help me wit my requirement.
Here is the requirement:
This is assuming that the SLA is for a 24/7 team.
#1, 2, 4, 5 should not send a notification for each ticket that meets the criteria. It should instead send a daily list of ticket to Group@xyz.com . The daily list should list each ticket that meets one of the criteria below. The tickets must be grouped by the criteria it meets. If it meets more than on criteria then the ticket should show in both lists. The list should include the following for each ticket: key, description, status, created date, and assignee. If that is not possible, then this information should be available as a report/dashboard.
#1 High priority in Containment
If ticket is high/highest priority and in "Containment" > 24 hours.
#2 Remedation > 7 days
If ticket is in "Remediation" > 7 days.
#3 Post-incident Review > 2 weeks
If a ticket is in "Post-incident Review" > 2 weeks notify the assignee.
If it is possible: If has the ticket has a "Post-incident Review Sub-task" sub-task that is closed then let them know to just close the ticket.
#4 Tickets open > 30 days
tickets !closed > 30 days
#5 Ticket without update > 3 days
If ticket is not "Closed", "Refer & Close", or "Post-incident Review" > 3 days
#6 Chart/Report showing status and assignee
Create a report that shows:
Can anyone suggest me please
The part with a daily list of tickets can be solved with filter subscription, just create a filter and add a subscription to it, don't forget to add permission to filter.
You can create a group in user management, and add that group to subscription.
The part list should include the following for each ticket: key, description, status, created date, and assignee can be achieved by editing the columns for the filter.
1. priority = High and status = Containment and "SLA First response time" = breached() //I used "SLA First response time" as an example and it doesn't have to be breached just write you
SLA name = and it will offer you options. SLA filtering can only be used via advanced mode in searching or you can use !=
2. Create a SLA named "Remediation", set it time to 7 days, create a filter to search for "Remediation" (name of SLA) = breached()
3. Haven't figured how to check the linked issue status, don't know if it helps but you could try filter search for desired ticket filter: status = "Post-incident Review" and updated > 14 days ago
4. filter search for desired ticket filter: created>30 days ago and resolution = Unresolved
5. filter search for desired ticket filter: updated>3 days ago and resolution not in ( "Closed", "Refer & Close", or "Post-incident Review")
6. create a filter for each part and create a chart based on that
just play around with filters, hope this guide lies help
HI @Olga Videc Thanks For your response
My end users need an reports that mention in above description
here i suggested them to create a gadget and add this filter to that gadget
here is the filters that i created can you please correct me if i did wrong and i only created for 1, 2 , and 5
1) project = "SI" AND status = "Containment" AND !(NOT status changed AFTER -1d) ORDER BY updated DESC
2) project = "SI" AND status = "Remediation" AND !(NOT status changed AFTER -7d) ORDER BY updated DESC
5) project = "SI" AND status = "Post-incident review" AND updated >= "-3d" ORDER BY updated DESC
can you please help me in jql query for 4 and 3rd they need a notification.
4. project = TEST AND resolution = Unresolved AND created <= -30d
(instead of Test write name of your project)
3. You could do this add a special SLA which starts when the issue is transitioned to Post-incident Review and then add a filter with a subscription which will match when this SLA is breached
This SLA should go like this:
Start: Entered status: Post-incident Review
Pause or stop: Status after Post-incident Review
Goal 14 days
This part AND !(NOT status changed AFTER -1d) I never used this you could try to filter see if it works I know its green in JQL but does it match something?
Hey Kumar, I'm an Associate Product Manager in Incident Management for Jira Service Management.
We're currently looking to better understand how teams conduct their post incident review (PIR) / postmortem process and their key pain points / user needs.
Came across your feedback and would love to set up some time to learn more about how your team runs PIRs. Feel free to shoot me an email on email@example.com if you'd be open to having a chat :)
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