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Create an SLA for unassigned issues



I am trying to create an SLA for issues that do not have an assignee. What we want is:

  • An issue arrives (email or created directly in JIRA)
  • It stays in a dashboard where we see all open issues that are wayting for someone to pick them up;
  • The SLA should start, and end whenever someone assignes the issue to someone;

The SLA is created as follows:

  • "Starts counting time when": "Issue created"
  • "Finish counting time when": "Assignee: From Unassigned"


This works great most of the time, however when we create an issue through JIRA interface, sometimes we set the assignee during creation, and when that happens the SLA starts counting and never stops, because de "Assignee: From Unassigned" never happens.


Does anyone know how can I avoid this problem?


Thank you.

1 answer

0 votes
Benjamin Community Leader Dec 01, 2021

Hi @nibauramos-enso 


One way to do it is to not allow tickets to be assigned when created by removing the assignee field in the create screen. Not the most elegant way but it keeps both the e-mail and Jira interface side consistent.



Thank you for your reply, I actually don't force that, but the team is instructed to never assigne people on creation of issue, but sometimes mistakes happen. I might limit like you are saying it will help.

Like Benjamin likes this

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