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Suggestion
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Resolution: Unresolved
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None
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4
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9
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Problem definition
The new SLA rendering feature only shows a maximum of 2 units of time in the SLA goal for readability. For example, a goal of 1w 6d 24h is showing as 1w 6d, which gives Agents a wrong impression of the SLA goal.
Suggestion
- Show the exact goal or up to 3 units of time
- To render it in 24 Hour format rather than referring to the Working Hours. E.g. Taking the result of the Time from a REST Call below, it would show as "2d 1h" even though the working hours is not 24 hours per day:
"remainingTime": {"friendly": "-49h 37m","millis": -178653955}
Why is this important
Showing only 2 units of time might not help Agents to have a clear picture of how much time they have. 'Due in' 1w 6d is very much different than 'due in' 1w 6d 24h, instead of having to always hover over the remaining time to figure out when is the SLA due date and time, the readability and the accuracy of the goal display should be reliable. While for the 24 Hour format, it would be more friendly for the agents rather than have the need to check the working hours from the calendar which at the moment could be rendered like "1d 25h" wherein a day there should be only 24 hours.
[JSDSERVER-5473] Improving JIRA SLA Rendering
Hello. There is another interesting example:
Value in REST API is "-194h 50m" and in UI it is shown as "-6d 50h".
OK, no information is lost if it is displayed that way, but in my opinion 50 hours should be converted to 2 days and 2 hours so the final result should be "-8d 2h".
Hello. Another case below. We have "Time to resolution" set to 13 minutes. Here is data obtained via REST API:
{
"_links": {
"self": "http://127.0.0.1:8081/sd/rest/servicedeskapi/request/TEST1-1066/sla/44"
},
"completedCycles": [],
"id": "44",
"name": "Time to resolution",
"ongoingCycle": {
"breachTime": {
"epochMillis": 1519043623321,
"friendly": "2018-02-19 13:33",
"iso8601": "2018-02-19T13:33:43+0100",
"jira": "2018-02-19T13:33:43.321+0100"
},
"breached": true,
"elapsedTime": {
"friendly": "49h 50m",
"millis": 179433955
},
"goalDuration": {
"friendly": "13m",
"millis": 780000
},
"paused": false,
"remainingTime": {
"friendly": "-49h 37m",
"millis": -178653955
},
"startTime": {
"epochMillis": 1519042843321,
"friendly": "2018-02-19 13:20",
"iso8601": "2018-02-19T13:20:43+0100",
"jira": "2018-02-19T13:20:43.321+0100"
},
"withinCalendarHours": true
}
}
Instead being displayed properly as -2d 1h (or as -49h 37m like inside REST data) it is displayed as -1d 25h as you can see it on screenshot:
This suggestion appeared as result of discussion on how time is counted (basing on calendar used) and how is it displayed.
So one thing is to show to user full information - for which we can have good documentation explaining how and why time is visible currently (e.g. 24h instead of 1d).
But other is to give him correct value (in human readable format) - like 2w instead of 1w 6d 24h. And this is the real topic here - is it possible to change the way it's displayed. Not how it's counted - as it may be a problem as understand. But to add algorithm of displaying time in correct way.
Hi team,
Is this released? Encountering the same confusing issue here~