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Jira SLA

Victor Joachim_5svor5

Hello Everyone,

I am trying to setup an SLA which compares 2 date fields: planned completion date and actual completion date for a particular issue type.

Kindly confirm if this can be done without any addons?

Regards,

Victor

Accepted answers

Patrik Korovsky

Hello @Victor Joachim

You can create additional SLAs but they can only track a Time Goal in a time format (E.g. 4h 30m) so comparing this with a field would not be possible.

Can you elaborate on the expected behaviour of the "planned completion date " and "actual completion date" SLAs? Based on your request I might be able to propose an automation that could inform you if the SLA has been met or not.

All comments

Patrik Korovsky

Hello @Victor Joachim

You can create additional SLAs but they can only track a Time Goal in a time format (E.g. 4h 30m) so comparing this with a field would not be possible.

Victor Joachim_5svor5

Hello @Patrik Korovsky

I have created 3 custom fields:

(1) Planned Completion Date (2) Actual Completion Date (3) SLA Met.

Below is the behavior/logic I am trying to implement:

If Planned completion date <= Actual completion date; then update "SLA Met" custom field to "YES" otherwise update to "NO"

Let me know if this is achievable with automation rules.

Thank you

Patrik Korovsky

Hello @Victor Joachim

This is how I would go about setting this up:

We will check if the date fields are met when the ticket is completed. For this, we will set up an automation that is run, when a ticket is closed.
We will update the "actual completion date" (Effective Date in my case) with a smart value of {{now}}. We do this so that we can then compare this with the "Planned Completion Date"
Create two "if blocks" where you set up one to check that the "Planned Completion Date" (Effective Date in my example) is before the "Actual Completion Date" (Due Date in my example) and one to check if the "Planned Completion Date" is after the "Actual Completion Date"
Under each "if block" add an edit that changes the "SLA Met" (Description test in my example) depending on the condition

Let me know if this works for you or if you need any help.

Since there is no "<=" you can set up the check to be as follows:

Victor Joachim_5svor5

Hi @Patrik Korovsky Thanks for the solution. This works.

I had this running for a couple of days and the only additional feedback and experience from the solution is that:

- There is a likelihood that the "Planned Completion Date" custom field might not be updated throughout the ticket status cycle. Once, the ticket is closed, the automation returns and error because the "Actual Completion Date" is being compared with an empty field.

Do you think there is a way around this situation to prompt the ticket handlers to update?

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