Power of Automation:: Automating SLA Timelines for First Response & Resolution for Issues module.

Power of Automation:: Automating SLA Timelines for First Response & Resolution for Issues module.

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.

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