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Add SLA conditions based on custom field

I tried to add SLA condition based on a custom field (or a default field) that is not in the list to condition drop downlist.  Currently I can create a condition based on values/events in one of fields: Assignee, Entered Status, Resolution, Issue Created.., Comment.  But none of the existing ones are what I look for.  Can I add a new event based on custom field such as "Assigned Team: xxxx".


2 answers

1 accepted

1 vote
Answer accepted

Hello @Bin Liang,

Thank you for reaching out to Atlassian Community!

When using SLA, currently, the conditions are only based on statuses, resolution, assigned/unassigned, comments, and issue created.

It's not possible to change that or add other fields as the trigger to start, pause or stop an SLA.

There are feature requests suggesting the implementation of this ability:

Please, click on vote and watch to receive updates about the features.


Thanks Angelica!!  Voted

Like Angélica Luz likes this
1 vote

Hi @Bin Liang 

You can also consider the solution from Atlassian Marketplace developed by my team - SLA Time and Report.

It lets you set for star and stop SLA conditions any custom fields: assignee (by role or name), label, issue type, priority, etc. Using this app, you can create SLA goals for issues from all Jira projects (Core, Software, Service Management (Desk)).  

If you have any questions, request the free demo call or ask me here. 


Thanks @Zoryana Bohutska _SaaSJet_  I will keep it in mind when we decide to pay extra for it.

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