Can I create SLA's for non-Jira Service Desk software bug tickets?

Adam Ward

Hi there. I have two questions:

- We use JIRA Cloud. I don't see a way to create an SLA (for internal use) around a normal, non-JSD software ticket. An example of something I'd like to create: If Priority is High, then first response is <24 hours. Or If Priority is Medium, resolution is <5 days, etc. Can I do this or do I need to use Jira Service Desk? I want monthly reporting on the SLAs (e.g. Engineer X met 95% of SLAs, Engineer Y met 75%, etc.) From searching the community, what I want to do seems impossible without custom code or moving to Jira Service Desk, but I'd like to confirm if I'm missing something.

 

- We currently use Zendesk for customer tickets, then JIRA for software bug tickets. If I moved to JSD for customer tickets, can I link a software bug ticket to the customer ticket SLA? We're looking to track software ticket response times once assigned to an engineer and resolution times by assignee. This is a higher priority right now for us than customer response times, which seems easily trackable with the built-in SLA features in JSD.

 

Thanks!

Petter Gonçalves

Hello Adam,

Thank you for raising this question.

SLAs are specifically designed for Service Desk platform, so I'm afraid it's indeed not possible to configure SLA metrics to Software projects.

Instead, the expected way to work with software development bugs and stories are using the time tracking with the Sprints of Scrum Boards to allow your developers to log their work and properly track their progress, analyzing if they are up to date or falling behind the estimations.

Here's more information about these features:

- Planning Sprint

- Configuring time tracking

About your second question, I think I've not understood this sentence:

If I moved to JSD for customer tickets, can I link a software bug ticket to the customer ticket SLA?

Can you please elaborate a little bit more on what do you mean by link a software bug ticket to the customer ticket SLA?

As mentioned before, you can not apply JIRA Software to SLA rules, however, you would be able to do it if you use a JIRA Service Desk project to track the bugs. In fact, can you provide us what features on JIRA Software are you using that are not available on JIRA Service Desk? Maybe the JSD would better fit for your current scenario.

We will be waiting for your answer.