SLA Automation for P1/P2 tickets
Asked by George Bliss:

I want to create an automation to ensure that any 'Highest' or 'High' priority tickets between 9-5 Mon-Fri have the status changed to 'In Progress' automatically.

Is this possible? So in summary an automation for:

Setting the status to 'In progress' for P1/P2 tickets raised between 9-5 Mon-Fri.

Thanks,


Answers:
author: Vijay Dadi
body: Dear [@George Bliss](/t5/user/viewprofilepage/user-id/4134617) ,

Instead of checking issues raised between 9-5, Mon-Fri, you can use the SLA breach condition in automation. I have built one for your use case and you can try if that works. I am attaching the screenshots document below, Hope this helps !

![SLA1.png](https://community.atlassian.com/t5/image/serverpage/image-id/320475iC43742B673576970/image-size/large?v=v2&px=999 "SLA1.png")![SLA2.png](https://community.atlassian.com/t5/image/serverpage/image-id/320476iC02BDA49BD23B618/image-size/large?v=v2&px=999 "SLA2.png")![SLA3.png](https://community.atlassian.com/t5/image/serverpage/image-id/320477i4F45C1F672E2E5E8/image-size/large?v=v2&px=999 "SLA3.png")![SLA4.png](https://community.atlassian.com/t5/image/serverpage/image-id/320478i51F4D9072829F755/image-size/large?v=v2&px=999 "SLA4.png")

Regards,

Vijay

comments: author: Vijay Dadi
body: Here you can see automation has run successfully and moved issue status to in progress.

![SLA5.png](https://community.atlassian.com/t5/image/serverpage/image-id/320526i4A593EB5D65D73BD/image-size/large?v=v2&px=999 "SLA5.png")

Regards,

Vj


author: George Bliss
body: Thanks so much Vijay for doing this. It's very much appreciated.

The reason we want 9-5 on business days is because any tickets raised outside of that time must be rang up through our help desk. Therefore, I won't want to set any of them 'in progress' as they won't be until it has been rung through.

Hopefully that makes sense?

Thanks,

George


author: Vijay Dadi
body: Hello,

Your SLAs are built on your business hours only. So if I use them in automation, they would meet your expectations.

But if you are looking for tickets which are submitted outside the business hour, I guess we need need to look for alternative solution.

Will give a though on that and keep posted.

Regards,

Vijay


author: George Bliss
body: Hi Vijay,

Thanks again for your response.

We have two SLAs (High and Highest) which are 24/7. I want to find a way to create an automation where if raised between 9-5 Mon-Fri then it automatically goes to 'In Progress' - only for 'High and Highest' priority tickets.

The reason is because sometimes, I may miss one due to the response SLA being 10 mins so we don't want that. It's my responsibility to make sure they are not missed. If it's outside of business hours and breached, then that lies with the customer if not rang through.

Hopefully that makes sense?

Thanks,

George


author: George Bliss
body: Hi [@Vijay Dadi](/t5/user/viewprofilepage/user-id/5408989) ,

Do you think this is possible with advanced Jira SQL?

Best regards,

George


author: Vijay Dadi
body: Hello [@George Bliss](/t5/user/viewprofilepage/user-id/4134617) ,

Here is how I achieved it. I used

{{issue.created.shorttime}} which returns values like 1 AM, 2 AM, 3 AM, 3 AM

\[{issue.created.weekOfDay}} which returns values like 1,2,3,4,5,6,7

Monday 1  
Tuesday 2  
Wednesday 3  
Thursday 4  
Friday 5  
Saturday 6  
Sunday 7

Now i can put jql condition like ({{issue.created.weekOfDay}} \>=1) AND ({{issue.created.weekOfDay}} \<6 ) AND ({{issue.created.shorttime}}\>= 9 AM ) AND ({{issue.created.shorttime}}\< 5 PM)

![Date2.png](https://community.atlassian.com/t5/image/serverpage/image-id/323841i6DB1F6A09A6CBA26/image-size/large?v=v2&px=999 "Date2.png")![date.png](https://community.atlassian.com/t5/image/serverpage/image-id/323840iCDB62531A9223E90/image-size/large?v=v2&px=999 "date.png")![date1.png](https://community.atlassian.com/t5/image/serverpage/image-id/323839i063B13CFEC6E0D7C/image-size/large?v=v2&px=999 "date1.png")

At the end you put edit issue step and set the status to In Progress.

Hope it helps !

Vijay

comments: author: George Bliss
body: Wow - this is fantastic. Thank you so much for sparing the time to do this.

Very much appreciated. I will let you know how I get on.

Best regards,

George


Tags: cloud

jira-service-management

jira-service-management-cloud