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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.
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