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Condition based on SLA status when transitioning an issue to Resolved

Sohawon Nawaaz March 5, 2024

Hi,

I'm trying to configure the below scenario:

- Issue transitioning to Resolved

- Check if SLA is breached

- If breached, the transition "Resolve Breached Issue" is available. A screen will then be available where the agent will input the mandatory "SLA Breach Reason".

- If not breached, the usual "Resolve" status is applicable and ticket is resolved successfully

I have been trying to create a condition using ScriptRunner to no avail.

Anyone has an idea for the Jira expression to be used for breached SLAs?

Regards,

Nawaaz

2 answers

0 votes
Vitaly_Berezovsky_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 14, 2024

Hi  @Sohawon Nawaaz 

You can install an add-on SLA Time and Report from the Atlassian Marketplace.

 This add-on doesn't have any special input for SLA violation reason yet. But I can recommend you to send custom notification with SLA Breach reason to Jira ticket. 

Displaying image.png

If you want, you can also contact us for a demo.

The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it, so our support can help you with the settings.

 

0 votes
Sohawon Nawaaz March 5, 2024

By the way, It's for JIRA cloud..

Sohawon Nawaaz March 14, 2024

Thanks for the response. I already have configured automated notification when the SLA is breached.

Looking for enforcement of the SLA breach reason field.

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