How to Show Service Desk SLA times on cloned Software Issue?

KEITH TYSON

Please can someone help with suggestions on how to show the SLA times on a cloned/linked issue.

We create a service desk issue assigned to a service coordinator and then clone it to a software issue and assign it to a technical support person.
The service desk issue has SLAs, but I would like to somehow show the SLA "clocks" on the software issue, even if it is in a customer field shown as a number (hours or minutes, etc.).

The service coordinator monitors the SLA with the client, but the technical support person needs to see the SLA to prioritise his/her work, etc.

I know this is not standard JIRA but I have not found an addon (app) to help with this. I do have scriptrunner though which might help - but I'm not convinced nor confident of a scripted field that automatically updates - I've found that I have to reindex sometimes to update the values.

Thank you

Andy Heinzer

Hi Keith,

I do not know of a way to display these exact SLA values on Software issues.  At the moment, these SLAs are a Service Desk specific feature.  Natively, Jira Software does not have a means to display this field/value.

However other users have had this similar question in the past, see Solved: Any way to setup SLA in JIRA Software for an example.  At least some have turned to the add-on SLA PowerBox as a different means to provide SLAs for Core or Software projects.

I did note that this plugin only appears to be available for Jira Server.  I was not able to find any existing plugins for Jira Cloud that appear to offer similar functionality.  

I did find that our Marketplace site does have some other alternatives when it comes to adding SLAs to Jira issues:

https://marketplace.atlassian.com/search?hosting=server&product=jira&query=SLA

I hope this helps.

Regards,
Andy