Same SLA config to use different target depending on project

Question

Hi all,

Question about the "Time to SLA" plugin for JIRA:

we are a software vendor and consulting company. We use JIRA to handle the support requests from our clients. We have several clients, and therefore (at least) one Jira project per client. Let's say (to simplify) that we have the same status workflow for all the projects.

Some of our clients may have signed different SLA agreements in terms of target times for us to perform certain transitions on the support tickets they raise.

I'd like to be able to have to define only 1 SLA configuration per issue priority (for example Blocker, Critical, Major, Normal), and have each of these configs use the target time agreed for the specific client, depending on its corresponding Jira project:

For example:

For the "Blockers", client A has signed for an "acknowledgement" in 1h, but client B has signed for an "acknowledgement" in 2h.

I'd like to be able to define an SLA config "Blockers" only once, and have the "1h" or "2h" 'variable' automatically applied, depending on which Jira project it is running on (Jira project A for Client A or Jira Project B for Client B) ...

How can I configure that ?

Thanks in advance for your help.

Regards

Damien

Kubilay Karpat [Snapbytes] · Answer

Hi @Damien Huriet

You can achieve this behavior by simply defining different SLAs for each goal. For this purpose, we have a handy clone SLA feature which makes it easy to copy any SLA definition with all of its attributes. Using this feature, you can make multiple copies of your base SLA and then set different goals for each of them.

In future we would like switch to one SLA multiple goals system to enhance this progress but now you can have this behavior with defining multiple SLAs without losing any functionality at all.

One cool feature you might be interested in is the custom SLA goals for issues. Time to SLA makes it possible to use custom SLA durations for each issue. Simply add an SLA Time String custom field to your projects and then configure your SLA to use this field as SLA Value. Now you can set these field with user input or custom scripts with using Script Runner etc. This provides issue-level SLA goal flexibility to your SLA management.

Hope this helps. If you have any further questions please feel free to ask. We will be glad to help you.

Best, Kubilay from Snapbytes team

Jakub Kochańczyk · Answer

Hi @Damien Huriet

Please try SLA PowerBox plugin. It allows you to add common configuration of your SLA Metric Fields/Agreements across your instance and then specify your Target Times/Goals depending on JIRA project issue is created in. You can use even other Fields/Custom fields as your Target Times/Goals - like Due Date.

And if you wan't to be notified if any SLA is (about to be) breached you can configure various notifications on different channels (Email, Slack, SMS).