SLA Threshold

Fikri Ahmad October 16, 2024

Hello.

Need assist for SLA threshold breached.

I able to come out with value "SLA Violated" base on below rule :

Time to First Response.jpg

Time to First Response 2.jpg

But when to come out with the value " Within SLA" based on below rule :

Time to First Response 3.jpg

Time to First Response 4.jpg

the rule is not working, the value is not appear as "Within SLA".

Below is the Audit log :

Audit Log.jpg

Need help and assist.

 

Thanks.

1 answer

0 votes
Manoj Gangwar
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 17, 2024

Hi @Fikri Ahmad 

You can create an automation like:

Screenshot 2024-10-17 130043.png

Fikri Ahmad October 17, 2024

For Second row, AQL condition,is it use Object or Issue field.

Fikri Ahmad October 17, 2024

if use issue field, what Assets field need to be stated?

Manoj Gangwar
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 17, 2024

It's not an AQL condition, it's just a JQL condition.

Screenshot 2024-10-17 142645.png

Fikri Ahmad October 17, 2024

Already try this rule :

Time to First Response 5.jpg

Time to First Response 6.jpg

Time to First Response 7.jpg

Still the same not appear value for "Within SLA".

Audit log show the same "config change" only.

Manoj Gangwar
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 17, 2024

could you please change the trigger to Issue Updated?

Fikri Ahmad October 17, 2024

Manoj,

Sorry, which one? you mean "Field to monitor for changes" change to Issue Updated?

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