Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-3303

Add more customizable SLA time to automation "When" trigger

XMLWordPrintable

    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      We would like to customize the time entered into the SLA "when" rule beyond the current 60min/30min/breached options.

      The problem is, for P1 or P2 issues, we have an SLA of 15 minutes. With the current automation options, there is no way to alert a user/group of an impending breach. For longer-term SLAs such as MTTR on a lower priority issue, we would want to remind the team longer than 60 minutes in advance.

      Additionally, a "Breach + Time" condition should be available so that we can notify the next level support and/or lead role when a breach has happened beyond a set threshold.

          Form Name

            [JSDSERVER-3303] Add more customizable SLA time to automation "When" trigger

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011365 ] New: JAC Suggestion Workflow 3 [ 3646643 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2664149 ] New: JAC Suggestion Workflow [ 3011365 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2323680 ] New: Confluence Workflow - Public Facing v4 [ 2664149 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052399 ] New: JSD Suggestion Workflow - TEMP [ 2323680 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2047439 ] New: JSD Suggestion Workflow [ 2052399 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1279414 ] New: JSD Suggestion Workflow - TEMP [ 2047439 ]
            Yit Wei made changes -
            Resolution New: Duplicate [ 3 ]
            Status Original: Open [ 1 ] New: Closed [ 6 ]
            jonah (Inactive) made changes -
            Description Original: We would like to customize the time entered into the SLA "when" rule beyond the current 60min/30min/breached options.

            The problem is, for P1 or P2 issues, we have an SLA of 15 minutes. With the current automation options, there is no way to alert a user/group of an impending breach. For longer-term SLAs such as MTTR on a lower priority issue, we would want to remind the team longer than 60 minutes in advance.

            Additionally, a "Breach + Time" condition should be available so that we can notify the next level support and/or lead role when a breach has happened beyond a set threshold.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-3303].
              {panel}

            We would like to customize the time entered into the SLA "when" rule beyond the current 60min/30min/breached options.

            The problem is, for P1 or P2 issues, we have an SLA of 15 minutes. With the current automation options, there is no way to alert a user/group of an impending breach. For longer-term SLAs such as MTTR on a lower priority issue, we would want to remind the team longer than 60 minutes in advance.

            Additionally, a "Breach + Time" condition should be available so that we can notify the next level support and/or lead role when a breach has happened beyond a set threshold.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-3303 [ JSDCLOUD-3303 ]
            Andy Nguyen (Inactive) made changes -
            Link New: This issue duplicates JSD-2003 [ JSD-2003 ]

              Unassigned Unassigned
              e60cee3f62db Matthew Daize
              Votes:
              2 Vote for this issue
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: