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How to use Jira Automation Rules with the SLA Time and Report add-on

Are you looking to gain better control over your SLA rules in Jira and ensure that you and your team are informed before any breaches occur? With the Jira Automation Rules and the SLA Time and Report add-on, you can easily achieve this goal. This article provides a step-by-step guide on setting up automation rules to manage SLA time goals effectively.

jira automation and SLA add-on.png

Our case: we want to monitor when the SLA rules are breached and notify a manager before the problem is exceeded.

The target SLA time is 5 hours. We aim to inform the manager about this situation within 1 hour.image19.png

Step 1: Create SLA Configuration with a Custom Field

1. Enter SLA Configuration:

  • Choose the appropriate project for your setup.
  • Select or create a working calendar with your business hours.

2. Assign Fields for SLA Conditions:

  • Select the fields relevant to SLA conditions depending on your organization's workflow.
    For example, set the start condition as "Status: In Progress" and "Issue type: Task, Epic, Story, Subtask."
  • Determine pause and stop conditions based on your requirements.

3. Create the SLA Time Goals:

  • Set the main goal to 5 hours (the SLA time goal you want to achieve).
  • Additionally, create a breached issue control to inform you one hour before the SLA is exceeded.


Utilizing Custom Fields for SLA Control

If you have a Classic project, you don't need to manually create custom fields. The SLA Time and Report add-on will help you handle this process automatically. However, you still need to activate two custom fields:

  1. CF 5h Goal: This is the main goal custom field, which will record the SLA statuses.
  2. CF 5m Breached: This custom field acts as the breached control, recording SLA statuses before the SLA is exceeded. In your example, this would be set to trigger before 4 hours and 55 minutes.

How It Works

The SLA Time and Report app enable you to control your SLA time goals and their execution positions on the timeline using the custom fields created earlier.


Now, let's dive into the two methods of setting up Jira automation for SLA management:

Method 1: Automation with Jira Automation and SLA Add-on

1. Create a Managers Group:

  • Set up a group where VIP managers will be included to receive SLA breach notifications.
    Go to admin page to create a group

2. Access Jira Automation:

  • Go to the automation section of Jira.
  • Navigate to your project settings and select Automation.

3. Configure Automation:

  • Set up the automation control using the "Breached" field change.

  • When the "Before time" field status changes, it indicates that you are within the specified time frame.

4. Configure Email Notification:

  • When the status changes, send an email notification to the Top Managers group using Jira smart values.
  • Format your message according to Jira automation requirements.

    From now, when the issue reached an in advance notification marker (before NN time of exceeded) Top manager gets the following email: 


Method 2: Automation with JQL and Scheduled Intervals

1. JQL Setup:

  • Define a JQL query to select the breached time frame.

    CF 5h Goal - our main goal is custom field 

    CF 5m Breached - service additional field which will be triggered before the end of time (breached time) 

    JQL = project=QA 

    and "Custom field SLA status[Labels]"=InProgress 

    and  "CF 10m Breached status[Labels]"= InProgress-Exceeded

  • Use JQL advanced search to check your query before automation 

2. Create an Automation Rule:

  • Select "Scheduled" as the trigger for the automation rule.
  • Set the scheduled interval to control how often the automation rule runs.

3. Send Email Notification:

  • Use the "Lookup issues" action to check the JQL query result.
  • Configure the rule to send an email with the result to the relevant individuals or groups.

Remember, you can use the "Run rule" button to test your automation rules before activating them.


By following these step-by-step instructions, you can effectively use Jira Automation Rules alongside the SLA Time and Report add-on to take control of your SLA time goals, receive advance notifications before breaches, and keep your team and managers informed about important SLA changes. This powerful combination ensures smoother workflow management and better adherence to SLA commitments, ultimately leading to improved customer satisfaction. So, get started today and optimize your SLA management in Jira!




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