Condition based on SLA status when transitioning an issue to Resolved

Question

Hi,

I'm trying to configure the below scenario:

- Issue transitioning to Resolved

- Check if SLA is breached

- If breached, the transition "Resolve Breached Issue" is available. A screen will then be available where the agent will input the mandatory "SLA Breach Reason".

- If not breached, the usual "Resolve" status is applicable and ticket is resolved successfully

I have been trying to create a condition using ScriptRunner to no avail.

Anyone has an idea for the Jira expression to be used for breached SLAs?

Regards,

Nawaaz

Iker Gómez Eiras · Answer

In case anyone else stumbles on this thread while trying to figure out how to do this:

I was just asked to do basically the same thing, and I managed to do it in our sandbox environment with a ScriptRunner condition:

!issue.customfield_XXXXX.ongoingCycle.breached

As it turns out, all SLA data is stored inside the issue itself, as a customfield.
All SLAs created their own customfields to store their data. So you need to figure out the customfield_XXXXX identifier for the field where your SLA stores its stuff.

Then, within that data, it clearly stores in a boolean whether it's been breached or not in ".ongoingCycle.breached". Add the "!" a the beginning and voila, a condition that only allows the transition if that specific SLA has not been breached.

Sohawon Nawaaz · Answer

Thanks for the response. I already have configured automated notification when the SLA is breached.

Looking for enforcement of the SLA breach reason field.

Vitaly_Berezovsky_SaaSJet · Answer

Hi  @Sohawon Nawaaz

For these purposes, I can recommend the SLA Time and Report from the Atlassian Marketplace.

This add-on doesn't have any special input for SLA violation reason yet. But I can recommend you to send custom notification with SLA Breach reason to Jira ticket.

If you want, you can also contact us for a demo.

The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it, so our support can help you with the settings.