Jira Service Management Capabilities

[Mukadder AKPINAR]

Hi,

We're in a phase of deciding to use Jira Service Management or not. For this we've the following questions, kindly request your guidance:

• Can a customer approval mechanism be added before ticket closure? Can we close the ticket and then send it to the customer for approval through the system?
• Since each contract has different SLA durations based on severity (critical, high, medium, low), can we define these options per project at the setup stage and have SLA outputs generated accordingly?
• If the contracts include different SLA response times for working and non-working hours, is it possible to define a special customization or working calendar for this?
• If the SLA duration applies only until the UAT fix stage, can we configure the system to apply different SLA rules when the project stage changes?
• Is it possible to measure how long the customer takes to provide approval?
• Can we track how much time was spent on a task and what remains to be done, and generate burndown or effort vs. actual analysis reports?
• When a ticket’s due date is changed, can this change be routed for manager or customer approval?
• Can approval flows and to-do steps differ based on the process type (e.g., CR, Incident, Change)?
• If multiple due date fields exist (e.g., release due date, customer expected end date), can the system manage such multiple conditions when required?
• When a ticket is closed, can a short customer satisfaction survey be automatically sent?
• When the customer provides a due date while creating a ticket, can we restrict internal users (agents/support team) from modifying that date afterward?

[Mikael Sandberg]

Hi @Mukadder AKPINAR,

Welcome to Atlassian Community!

The answer to all you questions are yes, JSM can do all of this. Some of the things you are looking for comes right out-of-the-box, and some things, like multiple approval steps, can be configured in the workflow. You may want to take a look at this JSM Quick start guide to get an overview of what can be done. Note that this guide only covers some of the things you can do.  

[Alina Kurinna _SaaSJet_]

Hi @Mukadder AKPINAR 
These are all excellent questions – and you're right to explore the flexibility of Jira Service Management (JSM) when it comes to SLAs, approvals, and advanced workflows. Here's a breakdown based on your needs and how they can be achieved with JSM and enhanced using our app SLA Time and Report for Jira:

1. Customer Approval Before Closure

Yes – JSM allows native approval steps in workflows using the Approval field. However, post-closure approval isn’t available out of the box. You’d need to keep the issue in an “Awaiting Approval” status before closure or explore Automation + custom statuses.

2. Different SLA Durations per Contract Severity

With SLA Time and Report, you can define custom SLA goals based on:

• Severity (Critical, High, Medium, Low)
• Contract type
• Project
• Request type
• Any custom field

This gives you complete control over SLA configuration — far beyond JSM’s native limitations.

3. Working/Non-Working Hours per Contract

Our app supports custom calendars – you can define working hours, holidays, and assign them to specific SLA goals. This is ideal when contracts define different clocks (e.g., Mon–Fri 9–5 vs 24/7).

4. Switching SLA Rules Based on Project Stage

Yes – you can configure SLA timers to pause, stop, or start new ones based on status or any other condition. For example:

One SLA for “UAT Fix” stage

Another SLA that starts when a new status is reached
This segmentation works best with SLA Time and Report's flexible start/stop/pause conditions.

5. Measure Customer Response Time

You can track how long an issue stayed in a “Waiting for Customer” status to measure customer-side delays. Our app lets you create SLA goals that:

• Start when waiting for customer
• Stop when response is received

6. Effort Tracking, Burndown Reports, Remaining Work

JSM offers native Time Tracking, but if you want custom burndown, time vs SLA, effort deviation – you can:

• Combine our app with Jira custom fields
• Use Met vs Exceeded charts to spot trends
• Export SLA data for visualizations or audits

7. Due Date Changes Routed for Approval

This would require workflow customization. While JSM alone doesn’t support “approval on field change,” you can build automation rules that trigger review steps when due dates are edited. Alternatively, lock fields from being edited post-creation.

8. Different Flows per Process Type

Absolutely – workflows, approvals, and SLAs can differ per issue type (e.g., CR, Incident, Change). SLA Time and Report helps you configure process-specific SLA goals that align with each use case.

9. Multiple Due Date Fields and SLA Conditions

Yes – using custom fields + JQL, you can define SLA timers that depend on different due dates (e.g., release date, client’s target). SLA Time and Report supports this level of precision.

10. Auto-send Satisfaction Survey on Ticket Closure

This is supported in JSM natively using automation rules or integrated tools like Forms and CSAT surveys.

11. Prevent Agents from Modifying Customer Due Date

Yes – you can restrict editing permissions on specific fields via field configuration schemes, or hide them from the edit screen.

Why SLA Time and Report?

While Jira Service Management offers a great baseline, our app is ideal for:

• Multi-contract, multi-SLA logic
• Custom calendars and pause conditions
• KPI dashboards and breach alerts
• Team-level SLA performance
• Exportable SLA audit reports

➡️ You can try it: SLA Time and Report for Jira here or book a 1:1 demo with our Product Manager.

Let me know if you’d like help setting it up or if you have any questions.
Regards!

[Danut M [StonikByte]]

Hi @Mukadder AKPINAR,

JSM is a very powerful solution and fully covers the vast majority of these aspects.

And, if there happens to be something that is not fully covered, on the Atlassian Marketplace you will find numerous plugins that will most likely fill any gaps - so that, in the end, you can have a complete solution for your company and for your customers.

As a concrete example, JSM cannot natively generate a "burndown or effort vs. actual analysis reports", but this is something you can easily cover with a plugin such as our Great Gadgets. It offers many other JSM specific reports and KPIs: SLA, satisfaction, cycle time, throughput, etc. See also these articles:

• https://community.atlassian.com/forums/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369
• https://community.atlassian.com/forums/App-Central-articles/Creating-a-cross-teams-release-burndown-chart-in-Jira-with-Great/ba-p/1803421

Danut.