Setting
If you want the calculation to be based on a definite date and time set in the Issues field (E.g: Due Date), you need to choose the “Negotiated date” SLA type info.
For this, select this goal type at the first step of SLA config creation. Just click the “Add new” field and choose one of the two displayed types.
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Negotiated date SLA type allows setting Click the “Add new” button and choose “Negotiated date”.
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Start and Stop condition
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The next step is to set the event when SLA should start. Select the one or few issue fields to let system know when calculation should begin.
Perform the same action for Stop condition.
Negotiated date
This SLA type allows you to set SLA goals based on any issue date or date&time field.
If the selected field is date type, the system will allow you to specify the time.
It is useful in the case of default fields such as Due date, where the user can only specify the date.
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Set Calendar
Having Start, Start conditions set and negotiated field applied, the system will calculate the time from Start to the date and time precisely for any issue’s data.
The third attribute crucial for the calculation is the Calendar or Work schedule.
Please check how to set it properly and apply it to your SLA.
Calculation principle
The system will calculate each issue under SLA according to the setting above.
SLA will start the calculation on the Start event and measure the Remaining time until the Negotiated date you set, minus the whole period of non-working hours according to the Calendar.
For example, Due Date, Updated date, etc.
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If the issue start event is Friday at 9 a.m and negotiated date is set to be a Monday 10 a.m, and the support team has a weekend. Then, the system will exclude the weekend from the remaining time.
If the Negotiated date is set to the non-working hour, then the system will calculate the time until the first working hour.
If the Stop condition happened before the Negotiated date, the issue would Meet the SLA.
In vise versa, SLA will be breached (exceeded).
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Pay attention that Pause condition, First/Multi-cycle options and SLA Reset are disabled for SLA configs with negotiated date. |
You can set Custom Field for each of goals type and add an Automate action for exceeded issues:Monitoring
Once Negotiated type SLA has been set, you can get the Report and monitor issues against it.
Get more information about the Report generation here.
SLA Status in Issue custom fields
If you want to sync the SLA status with issue custom fields, please check our detail instruction here.
SLA breach Automatic actions
As a part of SLA monitoring, you can set the Automatic action for each SLA breach.
There are such Automate actions for exceeded issues:
notificationposting comments into breached issues and mention particular Jira users;
changing assignee;
changing issue priority;
changing status.
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issue status.
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You can read more on how to use the Negotiated date function here =>>
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