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Restoring SLA to tickets upon Jira update

  • July 20, 2023
  • 1 reply
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Hi! Is it possible to restore the SLA to a ticket without a comment from the requester? We have a use case with Jira escalated tickets, where the latest comment in the ticket would be from the agent, the status of the ticket is open and it has no SLA.

I want to add a 4 hour SLA to the ticket when the tag "waiting_for_support" gets added into it. We already set a post function for the transition in the Jira workflow which adds this tag automatically when the Jira ticket gets changed in this status.

Can this be done?

On another note: I find it really frustrating that tickets have no "has SLA" attribute which can be read or changed by triggers/automations. It would make many workflow improvements possible.

      1 reply

      mathieu.lepoutre

      Hi

      Regarding restoring the SLA to a ticket without a comment from the requester, it is typically not possible in Zendesk's native functionality. In Zendesk, SLAs are closely tied to ticket events, such as a public comment from the requester or an agent. Without such an event, Zendesk won't automatically restore the SLA.

      However, you mentioned using Jira and Zendesk together, and in such cases, there are third-party integration solutions available like Exalate.

      Exalate supports SLA records updates, and it enables custom automation and synchronization rules between Zendesk and Jira. With Exalate, you might be able to set up a custom rule to add a 4-hour SLA to the ticket when the tag "waiting_for_support" is added in Jira. I have been using Exalate for quite a bit and seeing this use-case made me instantly think of it. Hope to have helped you.

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