Can I create SLA's for non-Jira Service Desk software bug tickets?

[Adam Ward]

Hi there. I have two questions:

- We use JIRA Cloud. I don't see a way to create an SLA (for internal use) around a normal, non-JSD software ticket. An example of something I'd like to create: If Priority is High, then first response is <24 hours. Or If Priority is Medium, resolution is <5 days, etc. Can I do this or do I need to use Jira Service Desk? I want monthly reporting on the SLAs (e.g. Engineer X met 95% of SLAs, Engineer Y met 75%, etc.) From searching the community, what I want to do seems impossible without custom code or moving to Jira Service Desk, but I'd like to confirm if I'm missing something.

- We currently use Zendesk for customer tickets, then JIRA for software bug tickets. If I moved to JSD for customer tickets, can I link a software bug ticket to the customer ticket SLA? We're looking to track software ticket response times once assigned to an engineer and resolution times by assignee. This is a higher priority right now for us than customer response times, which seems easily trackable with the built-in SLA features in JSD.

Thanks!

[Petter Gonçalves]

Hello Adam,

Thank you for raising this question.

SLAs are specifically designed for Service Desk platform, so I'm afraid it's indeed not possible to configure SLA metrics to Software projects.

Instead, the expected way to work with software development bugs and stories are using the time tracking with the Sprints of Scrum Boards to allow your developers to log their work and properly track their progress, analyzing if they are up to date or falling behind the estimations.

Here's more information about these features:

- Planning Sprint

- Configuring time tracking

About your second question, I think I've not understood this sentence:

If I moved to JSD for customer tickets, can I link a software bug ticket to the customer ticket SLA?

Can you please elaborate a little bit more on what do you mean by link a software bug ticket to the customer ticket SLA?

As mentioned before, you can not apply JIRA Software to SLA rules, however, you would be able to do it if you use a JIRA Service Desk project to track the bugs. In fact, can you provide us what features on JIRA Software are you using that are not available on JIRA Service Desk? Maybe the JSD would better fit for your current scenario.

We will be waiting for your answer.

[Adam Ward]

Hi, thanks for your response.

Sorry if I was unclear on the second part. So let's say I receive a JIRA Service Desk ticket from a customer, and that ticket requires me to create a new software bug ticket for the problem. I want to be able to track SLAs on that second ticket, things like first response, resolution. Is that possible and how would I do it?

Thanks!

[Petter Gonçalves]

Hello Adam!

Thank you for the explanation.

In fact, you would be able to apply the SLA to your new bug ticket if it is also allocated to a Service Desk project. You only would need to create a new SLA goal for the bug issue type.

There are no plugins that would implement SLAs to Software Projects, that's why I Would like to have more information about the features you are using on JIRA Software and check if we could follow the reverse way and have your bug issues added to a Service Desk project with the functionalities you are currently using on JIRA Software.

Do you think this would be applicable to your current scenario? Let me know if you have any questions about this suggestion.

[Adam Ward]

Sure, I think it's pretty basic: We have a software project and we mostly create new Bug ticket, assign to an engineer, add labels, comments, due dates, basic stuff.

If there was a way to reverse the process like you mentioned (add bug issues to JSD project, then create SLAs there), that would be great. Please let me know how this would work.

Thanks!

[Adam Ward]

Hi there, any thoughts on this? I like the idea of this reverse way you mentioned. 

Thanks!

[Adam Ward]

HI, I think I'm going to move to JSD. 

Can you explain how to do this:

"In fact, you would be able to apply the SLA to your new bug ticket if it is also allocated to a Service Desk project. You only would need to create a new SLA goal for the bug issue type."