How to add a SLA condition about a field value

Question

Hello, my issue JSM have a customized field "Environment = preprod or prod"

And I want the SLA launched only in production environment, So I would like to add a new customized condition in SLA like "environment : prod" but I don't know how to declare a new condition, I can only choose pre conditions already declared.

Do you know how to add a new customized condition in SLA please ?

Thanks

Ste Wright · Answer

Hi @Missaire Isabelle

What's the actual SLA you're trying to set?

Could you also give more details such as:

* Time Goal
* Issues to display (JQL)
* Current/required conditions

This will help us highlight if there's an alternative approach!

Ste

Joseph Chung Yin · Answer

@Missaire Isabelle -

Welcome to the community.  Take a look at the following reference guide from Atlassian on SLA setup -

https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

You cannot add condition using your custom field.

Here is what Atlassian Team responded to another community ask back in 2021 -

"The conditions are only based on statuses, resolution, assigned/unassigned, comments, and issue created.

It's not possible to change that or add other fields as the trigger to start, pause or stop an SLA.

There are feature requests suggesting the implementation of this ability:

Dynamic SLA Goal in JSD

Ability to have condition to start, pause and stop SLA based on custom field value

Please, click on vote and watch to receive updates about the features."

Or, you will need to search for third party add-ons that might support what you are asking for in Marketplace because it is not available from Out of the Box JSM application.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.