Hello Everyone,
Ever wished SLAs could update automatically based on issue severity i.e no manual tracking, no missed timelines? That is exactly what one of our customers, Alex, wanted to achieve in the Issues module. So, we have setup a simple automation that handles both First Response and Resolution SLA using Custom function along with Business rules.
Prerequisites:
Below are the list of custom fields created in Issue layout.
Custom Field Label | Field Type | Purpose |
First Response SLA Deadline | Date/Time | Target deadline to acknowledge issue |
Resolution SLA Deadline | Date/Time | Target deadline to resolve issue |
First Response Time | Date/Time | When issue first changed to Acknowledged |
Resolution Time | Date/Time | When issue first changed to Resolved |
Custom statuses to be created :
Acknowledged
Resolved
Upon Issue creation above fields should be updated automatically based on the severity set in the Issue. Below is the Severity and SLA Policy Matrix.
SLA Policy Matrix:
Severity | SLA for First Response | SLA for Resolution |
Critical | 2 business hours | 4 business hours |
High | 4 business hours | 8 business hours |
Medium | 8 business hours | 16 business hours |
Low | 16 business hours | 24 business hours |
Once an issue is created, the SLA deadlines are automatically calculated based on the selected severity.
For example, if an Issue is created as Network Block at 12 PM IST and Severity is Critical then First Response SLA Deadline should be set as 2 PM IST (2 business hours from creation).
Once the Issue status is updated as Acknowledged, that specific timestamp will be updated as First Response time and the Resolution SLA deadline field will be updated accordingly.
For example, if the status of the issue is updated as Acknowledged at 1 PM IST, then the Resolution SLA deadline should be updated as 5 PM IST (4 hours from the time of acknowledgement).
Finally when the status of the Issue is updated as Resolved, that timestamp would be captured in the Resolution time.
I have attached the sample custom functions along with the parameters to be mapped for reference. Custom function should be triggered using Business Rule feature under Issue Tracker module.
With this automation, Alex’s team no longer needs to manually calculate or update SLA deadlines. Everything is handled instantly ensuring quicker acknowledgements, faster resolutions, and improved overall productivity.
We hope you found this post useful. If you have any questions, feel free to share them in the comments below.