Managing SLAs in JIRA Software (Cloud)

Allen Lai

This question is in reference to Atlassian Documentation: Setting up SLAs

There doesn't seem to be a way to define SLA times for each priority level and therefore, create workflows to ensure issues are resolved. A few questions:

1. Are there creative ways/solutions to accomplish this using the existing fields, features, etc.?
2. Does Atlassian have this in their roadmap for JIRA Software (Cloud)?

For example, I'd like to define SLAs for each priority level. As an example:

P1 = 1 hour
P2 = 2 hours
P3 = 24 hours
P4 = 72 hours

When an issue (bug or task) breaches an SLA, I'd like a reminder email sent to the assignee. If the issue remains in breach after X hours, an email notification is sent to the assignee, project lead, and external email address (e.g. escalations@acme.pagerduty.com).

If the assignee changes the status (e.g. from "Needs Triage" to "In Progress"), the SLA timer resets each time the status changes. If the SLA is breached at any status, the same reminder email(s) are sent until the issue is resolved (status = done).

Thanks!

Tuncay Senturk _Snapbytes_

Hi Allen,

Almost everything that you mentioned is covered in Time to SLA Plugin.

You can define as many SLAs as you want according to priority or even you can use JQL for SLA definitions.

There is SLA notifier which notifies users (assignee, reporter, or you can set emails) when the SLA arrives time that you set (e.g. 2h before SLA Target date). You can also use your email template. 

There is an SLA Reset workflow postfunction that you can reset SLA within any transition. Also there is SLA Reset rest service so that you can reset SLA any time outside JIRA.

Tuncay Senturk