How can i automatically set the SLA based on the Due Date

Question

Hi,

I have created a ticket in JSM project A and the automation rule clones the same ticket in JIRA software Project B.

While creating the ticket in JSM Project A, i am linking the ticket to an existing task in JIRA software Project B (Subtask - Relates To).

The automation rules clones the issue in the project B.

In the ticket that i have created, how do i convert the SLA hours to due date automatically?

is there a way to do it?

Regards,

Arpita

ivan.gutschy · Answer

Hi David,

Here is how it worked for me.

I have a request type "Create icon" that should be done on specific date.

My kanban board is set to order by SLA so that SLA that is the lowest is on top.

The problem is that Reporter creates a request "Create icon" several days in advance, and by my order this ticket will appear on top before it's due date, and I wanted it on top at least 1 day before due date.

So this is how I did it:

1. Create your SLA - I have created SLA with query

"Request Type" in ("Create icon") AND duedate <= 1d"

SLA is set to 8h and will apply only if ticket was created 1 day before. In all other cases it will be added to ticket.

2. Create Automation rule "Check SLA":

* Trigger: Cron - every day at 6AM for JQL:"Request Type" in ("Create icon") AND duedate <= 1d and status was not in ("In progress")

* this query searches for tickets that have due date "tomorrow or less" and applies automation rules to them
* for me Status is also important since I want to check all tickets that have never been "in progress" - meaning no one was working on them

* IF Status = Open
* Then Transition status to "In progress"
* Then Transition status to "Open" - this will reset SLA to 8h
* End of Automation (nothing else)

That's it. I hope it helps.

Davide Orbitello · Answer

Hey Ivan,

I was thinking at the same workaround but I'm not setting it up in the correct way. Can you please explain me how to set up the automation?

ivan.gutschy · Answer

In Jira Cloud I am testing a workaround that should works for me. Since SLA is still fixed value I modified my query to include DueDate. For example I've set SLA to 8h for query "... duedate <= 4d" So when dueDate approaches SLA will trigger the countdown. UPDATE: - in orded to trigger SLA you have to check you configuration of SLA. In my case it triggers when ticket enters status OPEN. - I have set automation rule to check daily for issues where "duedate <= 4d" and triggers transition from status OPEN -> In Progress -> OPEN With that it seems to be working ok.