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Change issue SLA on transition

Mariano_gmlums

Hello, I have a "Backlog" status that all issues can transition to when we need to leave stuff for the backlog.

I would like the SLA to increase to 30 days when transitioning to such status.

I've checked the post functions on the transition but could not find anything that could achieve this.

I also checked out automations and no luck.

Any help would be super appreciated as it would also help me deal with different future cases. Thanks!

Accepted answers

Mikael Sandberg

You cannot set the SLA via a post function or an automation. You have to go to Project settings > SLAs and set it up from there. In this case you are looking to set a rule that set the SLA to 30 days if the status = Backlog.

All comments

Mikael Sandberg

Joseph Chung Yin

@Mariano

Just as what @Mikael Sandberg stated, you just need to access your project's SLA UI (Project settings >> SLAs to configure the appropriate SLA entry and set the Time target value to 30 days.

Hope this also helps.

Best, Joseph Chung Yin

Mariano_gmlums

Hello @Mikael Sandberg ! Thanks for your reply, but as my post states, I don't want to set an SLA, I want to change it, which means, Issue is being worked on, time to resolution is 80 hours, but then issue gets transitioned to "Backlog" which will increate the SLA in 30 days (it can be time remaining + 30 days, or 30 days straight, doesn't make a difference).

When you say "rule", what do you mean exactly? A rule where?

Thanks for the help and sorry for all the questions!

Mikael Sandberg

SLAs can only be paused or restarted, you cannot say take remaining time of the SLA and add 30 days when it moves to backlog. You can only set it up so that when it is moved to backlog and it is already started, then you can either pause it, restart it, or have a goal that sets the SLA to something else like my example above.

If you go to Project settings > SLAs and click into an SLA you will see something like this:

Screenshot 2024-08-07 at 3.18.22 PM.png

The first part is the goals and this controls for what the SLA applies to, which calendar is used, and the target. And below that you have conditions that define when the SLA starts, pauses, completes and restarts.

So in your case you could set a condition that pauses the SLA if it is moved to Backlog. It would then use the remaining time and start the SLA when it is moved out of Backlog. Or you could add a new SLA that starts when issues are moved to Backlog and stops when moving to any other statuses, and the goal would just be All remaining issues with the target of 30 days. You could then use this to do a reminder automation when that SLA is about to breach.

And as I mentioned in my first answer, you could add a new goal/rule to an existing SLA to set the target to 30 days when status = backlog.

But none of these cases would allow you to add on to the existing SLA counter, you can only change the target based on the rule.

Mariano_gmlums

Ah, I understand now! Thanks for the detailed explanation. YES, the adding of a new SLA is what fits best and I will use that one! Perfect solution thank you!

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