Can I use project SLA to automatically close issues?

[Zaldy Parian]

Hi all,

I setup SLA and calendar with Time to close after resolution rule (screenshot). I was expecting the issue will auto close after the goal was met, but it doesn't. Does SLA rule auto-close issues already in Resolved?  Or do I need to setup an automation rule to close issues after the SLA is met?

Regards,

Zaldy

[Mikael Sandberg · Accepted solution]

Hi @Zaldy Parian,

Welcome to Atlassian Community!

SLAs cannot auto close an issue when the SLA is breached, in order to do that you have to use automation. The SLA is just a way of tracking how well you are meeting the level of service expected.

Automation has a trigger called SLA threshold breach that you can use to auto close the request. 

[Zaldy Parian]

Hi @Mikael Sandberg ,

Thanks for the confirmation. I was kind of expecting that, but was in denial mode ;-) . Anyway thank you also for the tip on SLA threshold breach option in Automation rule. I'll definitely give it a go.

Cheers, mate.

[Zaldy Parian]

Hi @Mikael Sandberg ,

Follow up question....
After setting up the automation rule, will it run retroactively? I mean if there are issues already had breached the SLA, will it process those and set it to Closed status? Or it will only trigger when new issues breached the SLA.

I set up the automation, and checked the log. Nothing in it except when I configured the rule.

[Mikael Sandberg]

No, that trigger will only run at the time when a SLA breach, it will not trigger on SLAs that have already breached. For the ones that have already breached you can use a scheduled automation and use a JQL that picks up those breached ones. The JQL would look something like this:

"Time to First Response" = breached()