⚡ Turn SLA events into action with Time to SLA for Jira

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SLAs are only useful if your team can respond at the right moment.

That sounds simple, but in real service workflows, a lot can happen before anyone notices an SLA is at risk. A request gets buried. A priority stays too low. The right person is not assigned. The team finds out too late. Suddenly, the SLA is breached, and everyone is reacting after the fact.

With the latest release of Time to SLA for Jira, we’re making SLA management more proactive with SLA Actions.

Watch this video for a 3-minute overview. 

Meet the new Actions page

This page gives you one central place to create, view, and manage SLA-driven actions across your SLAs. 

With SLA Actions, you can decide what should happen when an SLA reaches an important moment, such as when it is about to breach or has already breached. You can automatically:

• Send email or Slack notifications
• Add comments to Jira work items
• Change the assignee
• Update the priority
• Set Jira fields
• Trigger Jira automation rules

In other words, SLA events can now kick off real workflows!

How your team can use Actions

• Imagine a high-priority customer request is close to breaching its first response SLA. Instead of waiting for someone to notice it manually, Time to SLA can send a Slack message to the support channel, add an internal comment, and assign the work item to the right person.
• Or let’s say a resolution SLA is breached. You can automatically increase the priority, notify the team lead, and trigger a Jira automation rule that starts your escalation process.
• For IT teams, SLA Actions can help make incident response faster. When a critical incident reaches a certain SLA threshold, you can alert the right team, update the work item, and make sure it gets immediate visibility.
• For support teams, SLA Actions can help keep customer requests moving. If a ticket is waiting too long, you can reassign it, leave a comment for context, and notify the team before the customer experience is affected.
• And for admins, the new Actions page makes maintenance much easier. You can view actions from one place and use bulk updates to disable or delete multiple actions when processes change.

Why this matter

SLA tracking should not be passive. When an SLA is at risk, your tools should help your team respond quickly, consistently, and automatically. Actions make that possible by connecting SLA milestones to the next best step in your workflow.

Ready to turn SLA events into action? Open the new Actions tab in Time to SLA and create your first SLA-driven workflow.

📖 Learn more in the documentation.

Try Time to SLA today