SLA based for post-dated tickets

We have post-dated tickets that come into our IT Help Desk.

Examples would be Employee New-Hire or Termination requests. I can't set a flat SLA "Time to Resolution" for all new-hire tickets for example, because we may have someone that starts in 5 days or someone that starts next month. "Time to Resolution" is met as long as the ticket is resolved before the Due Date.

How do I set an SLA to account for post-dated tickets?

2 answers

This widget could not be displayed.

Using Terminations as an example, this is what I tried:

For all Termination tickets where the Due Date is today or has passed, set the SLA for 24 hours:

type = Termination and duedate <= startOfDay()
Goal: 24 hours

For all other Termination tickets, set the SLA at 10,000 hours:

type = Termination and duedate > startOfDay()
Goal: 10,000 hours

However, will the ticket automatically transition to the other SLA once it meets the JQL criteria? Or, does it hold the time target of 10,000 hours once it's set?

This widget could not be displayed.

This concept wouldn't work anyway because the SLA clock for "Time to Resolution" starts when the issue is created, so even the SLA updated from 10,000 hours to 24 hours when Today = Due Date, it would violate the SLA because the time between today and when the ticket was created was most likely more than 24 hours ago.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Tuesday in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

195 views 1 3
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you