Today I started a trial of the Vertygo SLA plugin. I am having a problem configuring the plugin correctly.
Our SLA defines a number of steps in resolving an issue and furthermore time frames for each transition in that process. We created a workflow in Jira for this, which simplified looks like this:
Issue created: status New -> status Confirmed -> status Open -> Issue resolved: status Resolved -> status Closed
Our SLA defines time frames for the following steps:
· New to Confirmed
· Confirmed to Open
· Open to Resolved
For each step there are different time frames based on the priority (e.g. open to resolved may take 4 hours for a blocker, but 5 days for a normal issue).
The problem I am having is that I would like to define an agreement type for each step (times the number of priorities) based on the status an issue has, but I cannot select that as a trigger. With the triggers that are available I cannot create the correct time frames that I would like to monitor.
How can I resolve this? Or am I looking at it the wrong way and should I configure the plugin another way.
Hello! My name is Genevieve Blanch, and I'm the Marketing Manager at RefinedWiki, creators of apps to give teams the tools to customize Atlassian platforms. Currently, 44% of the tech team at Re...
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