Select an SLA based on value of Organization details

[Dave Mathijs]

Hi,

As per documentation page Manage organization detail fields, "Organization detail fields contain information about your organizations that give you and your agents important context and help to improve decision making when editing queues, configuring SLAs, and dashboards."

However, how can I use the value of a single-select dropdown as a trigger to select a specific SLA via an automation rule?

Example:

Within an Organization, I've created a detail field called 'SLA Tier' as a single-select dropdown with 3 options;

1. Gold
2. Silver
3. Bronze

Now, when an Organization has value 'Silver' selected and an issue is created, I want automation to select/associate the 'Silver time to response' and 'Silver time to resolution' SLAs based on that value for that issue.

Note: Jira Service Management Standard Plan, so no Assets, nor any Marketplace Apps installed.

[David Friedrich · Accepted solution]

Hi @Dave Mathijs ,

Associating a specific SLA with issues based on an organization's custom detail field would require a combination of automation rules and SLA configurations. I actually have not tested it myself yet, but here's how I'd approach this

Create a Custom Field "Select List (single choice)", name it 'SLA Tier' and add the options: Gold, Silver, Bronze. Associate this custom field with the appropriate screens.

Then set up SLA Goals based on field 'SLA Tier': Select Project settings > SLAs. Click on "Add SLA" to create a new SLA metric or edit your already existing SLA metric. Define the start, pause, and stop conditions for the SLA. In the Goals section, set different time goals based on JQL conditions that reference the 'SLA Tier' custom field. For example:

• For Gold: cf[customfield_id] = Gold
• For Silver: cf[customfield_id] = Silver
• For Bronze: cf[customfield_id] = Bronze

Replace customfield_id with the actual ID of your 'SLA Tier' custom field.

Now the hard part: Automate the Assignment of 'SLA Tier' Based on Organization.

Since afaik automation rules cannot directly access organization detail fields (yet), you'll need to synchronize the 'SLA Tier' information to the issue level:

1. Use the Jira REST API to set properties on each organization that correspond to their SLA tier.
2. Create an automation rule that triggers on issue creation.
3. Within this rule, use the Send web request action to fetch the organization's SLA tier property.
4. Set the 'SLA Tier' custom field on the issue based on the response.

You can find detailed guidance on this approach in this Atlassian Community article on auto-updating custom fields based on organization properties: https://community.atlassian.com/forums/Jira-Service-Management-articles/Auto-update-custom-fields-based-on-Organization-properties/ba-p/2099833

[Dave Mathijs]

Thanks for sharing your approach @David Friedrich , appreciated.

[Rebekka Heilmann _viadee_]

Hi @Dave Mathijs 

I don't think you can access them directly through smart values just yet. However, you can access the Org. Detail fields via API: The Customer Service Management REST API

With the result from the Web request, you'd need to fill a field that is searchable by JQL as I am not aware of any "set SLA goal" Action. The goals are determined by JQL filters so if any relevant field changes, the goal automatically adjusts.

[Dave Mathijs]

Thanks for your answer @Rebekka Heilmann _viadee_ !