Implementation of SLAs and Workflow Automation for Urgent Tickets in Jira Software

Question

Hello everyone, my name is Tehreem and I want to know can you implement SLAs in Jira software development?  For example, if a client creates a ticket and sets the priority as high or urgent, can we apply a filter so that if there is no response from the developer or team lead on an urgent ticket, it automatically moves from the 'New Request' column to the 'In Progress' column within 20 minutes? If not, can we escalate the ticket to the team manager? Can this type of system be implemented in Jira, and can filters be created in Kanban or Scrum boards?"

tehreem_warsi · Answer

Thank you @Rebekka Heilmann _viadee_ We tried maintaining SLA on JSM and resolving issues systematically. The client would lock a ticket on JSM, and the agent would duplicate it in JIRA. However, a challenge arises when the developer needs to comment on a query, requiring automation. The standard version of JIRA and ITSM has limited automation capabilities. We are struggling with the issue of how developers can communicate with clients from JIRA to ITSM with restricted monthly automation. Consequently, we are attempting to implement a solution within JIRA to avoid the need for purchasing additional licenses.

Rebekka Heilmann (viadee) · Answer

Hi @tehreem_warsi

originally, SLAs are a feature that comes with Jira Service Management. They have more features than you describe.

Assuming, that the SLA is applied to all issues of a project (or a defined subset) you can build something in Automation.

You would have to define a JQL, that finds all issues, that have breached the SLA and transition them to the In Progress column. The only difficulty is, that you would have to run the rule every minute or so and therefore quickly reach the Rule Execution limits: How is my usage calculated? | Cloud automation Cloud | Atlassian Support

The rule would look something like this:

Trigger: Scheduled (every Minute)
with JQL: project = xyz and created >=-20m and priority = highest and status = open

Action: Transition issue

Edit the JQL to suit your needs, project and statuses.