[SOLVED] Automation for "Time to resolution" does not working well

[Marco Savarese]

Hi,
I have implemented an automatism which, when the "Time to resolution" SLA changes, must send an email to reporter.

The email is sent to reporter, but it does not receive the SLA.

Could you tell me if there is something wrong with this rule:

"Gentile utente,
il ticket {{issue.key}} verrà risolto entro il {{issue.Time to resolution.ongoingCycle.remainingTime.friendly}} salvo imprevisti.

"

{{issue.type}} returns the ticket number

{{issue.Time to resolution.ongoingCycle.remainingTime.friendly}} returns an empty value

------------------------------

This automatism works on a test instance, on the client instance it doesn't work.

Could this be a problem with the SLA calendar?

Calendar 1 is: Default calendar 24/7

Calendar 2 is customized:

Thank you

Marco

[Marco Savarese]

Problem solved:

if you have only one custom field with the name Time to Resolution, use this:

{{issue.Time to Resolution.ongoingCycle.goalDuration.friendly}} - time goal of the TTR SLA
{{issue.Time to Resolution.ongoingCycle.elapsedTime.friendly}} - elapsed time of the TTR SLA
{{issue.Time to Resolution.ongoingCycle.remainingTime.friendly}} - remaining time of the TTR SLA

if you have more custom field or more values for Resolution, use this:

{{issue.customfield_xxxxx.ongoingCycle.goalDuration.friendly}} - time goal of the TTR SLA
{{issue.customfield_xxxxx.ongoingCycle.elapsedTime.friendly}} - elapsed time of the TTR SLA
{{issue.customfield_xxxxx.ongoingCycle.remainingTime.friendly}} - remaining time of the TTR

[Kateryna_v_SaaSJet_]

Hi @Marco Savarese 
What do you mean under "it does not receive the SLA."?
Are you talking about SLA report or SLA name?