It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Time to SLA - What is the best way to configure time to SLA fields?

Hi Tunkay,

 

Question #1

I´ve configured the 4 fields that Time to SLA provides. I have many projects.

Can I use only this 4 fields in all of my projects, and only configure different SLAs for each of them?

Is there any problem with this?

 

Question #2

Why in the documentation, is that sentence advised?

Warning! It is strongly recommended that you select only one SLA per "Time to SLA" custom fields, if you want to use this field in JQL statements.

I couldn´t get the proper meaning and the "why" of this.

Which kind of problems I can have if I not follow this advice?

Is it still valid in that new version that you are about to release?

2 answers

1 accepted

0 votes
Answer accepted

Hi Amanda,

Thanks for the question.

Answer #1

Of course you can use those custom fields for every projects. As all custom fields, you can configure their contexts by going to configuration page of them. (Click gear, then Configure link)

Answer #2

Let us say you have

  • one "Overdue Status" custom field, 
  • 2 SLAs, Open - In Progress and In Progress - Resolved
  • For an issue, you have breaches for both of them (Open - In Progress : 2h, In Progress - Resolved : 4h)

JIRA indexing supports one value for each field which means that I can not index both 2h and 4h for that issue as overdue field value.

For instance if you query for issues which has more than 3h breach this may result with wrong value. I mean if I index 2h then it will not return any result, if I index 4h  then it will return the issue.

 

I hope I am clear

Tuncay

Hi Amanda,

The warning says, If you are going to search for the "Time to SLA" field in jql, it is not recommended to use multiple SLA per "Time to SLA" custom field. Else you can use it.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Marketplace Apps & Integrations

Expose your beautifully crafted Dashboard through the Jira Service Desk Customer Portal

  A picture is worth a thousand words, especially when you're trying to find relationships and understand your data. Here, Dashboards play a vital role in gaining insights from a variety of dat...

341 views 5 4
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you