I am having an issue that I need assistance with. Currently we have an integration with JIRA Cloud. When a Tier 1 issue requires escalation, we use the JIRA integration to create the JIRA ticket. Within this escalation are fields that are required including a Due Date that reflects the Resolution SLA (Requester wait time).
Within Zendesk, this SLA date can change when a support ticket sits in pending status for a prolonged period waiting on customer feedback (sets SLA to paused). When the customer responds, the SLA updates automatically but the Due date in JIRA does not. Here are my questions:
1 - Can this be configured to automatically update the due date field in the JIRA issue via the integration to reflect the updated SLA for Requester wait time (date).
2 - If this cannot be done via automation, is it possible to use a custom date field and populate it whenever the SLA changes. I tried this but when setting up the automation, I could only use "Next SLA change". This is problematic since we use First reply time, Pausible update and Requester wait time. We are only concerned with Requester wait time in this situation.
3 - Is there another option I can look at to accomplish what I am trying to do?
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