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How to resume Jira SLA count down based on a date field (Jira Cloud & Jira Data Center)

Hello All,

Many teams use Jira Service Management to provide support to internal and external customers. Certain types of requests require agents to reach out to other internal teams to complete the work required. Agents will come across that these internal teams have their own SLAs. The team intaking the initial request can decide to pause the SLA count down for the initial request when they are waiting for another internal team. In this blog I will go over how we can configure workflow / automation to resume the SLA count down based on a date field on the ticket, which will act as a reminder for agents to follow up with other internal teams.

Scenario

  • Support team uses the below Jira workflow
  • When agents decide that they need to reach out to another team, they change the status of the ticket to "Internal Wait". SLA for the ticket needs to be paused when the ticket is in "Internal Wait" status (Some will argue that the SLA should not be paused. But that's a whole other discussion which I will not discuss in this post 😃).
  • Agents then setup a Follow up date for the ticket based on the SLAs for the Internal Team they are reaching out. 
    • Ex: IT gets a request from an employee. IT team then creates a ticket with Security. Time to resolution SLA on the Security ticket is five business days. IT agent sets the Follow up date to current date + four business days (One day before the SLA or sooner based on the Priority).
  • When the Follow up date reaches, status of the initial request should change to "In Progress" from "Internal Review".
  • This will resume the SLA count down for the initial request and will notify the agent of the status change reminding to Follow up with the internal team.
Solution

Assumptions : Notification scheme for the Jira project is configured to notify the assignee of the ticket for status changes.

"Time to resolution" SLA will be configured to pause the SLA count down. During the workflow transition "In Progress" to "Internal Wait", "Follow up date" will be set by the agent. Automation will be setup to run daily to check if there are tickets where the "Follow up date" is the current date or it has passed. Then the ticket will transition into the "In Progress" status and the "Follow up date" field will be cleared.

Configuring Time to resolution SLA

Time to resolution SLA will be configured to pause when the ticket goes to "Internal Review". Also, given that we have not added "In Progress" status in pause or stop conditions, SLA will keep counting during "In Progress".


Configuring the workflow

Transition screen will be added with the "Follow up date" field as a mandatory field during the transition from "In Progress" to "Internal Review". 





Configuring the automation

Automation will be scheduled to run everyday at 1:00 AM. Automation will check if there are tickets that matches the below JQL.

status = "Internal Wait" AND "Follow up date" >= now()

This JQL returns tickets where the "Follow up date" is equal to the current date or it has passed the current date.




All tickets that are returned from the JQL will change status into "In Progress" and clear the "Follow up date" field value. This will resume the SLA count down for the ticket and notify the agent for the status change. This will act as a reminder for them to follow up with the internal team they are waiting on.




Thanks for taking your time to read this blog. Hope this helps !


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