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How to create SLA with Custom Field + Status change as the condition to finish

Daniel Blomqvist May 3, 2024

Hi team,
I was trying to set up SLAs in our Jira Service Management Project, but I had some problems with my first one because we want it to finish counting when:

  1. A custom field has a value (single select list)
  2. AND the status is anything else than NEW

But I can't find a way to use the "custom field has a value" as a condition to stop counting.

Is this even possible?
Or do you have a suggested workaround?

1 answer

1 accepted

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Answer accepted
Patrick Tripodi
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May 4, 2024

Hi Daniel, 

You could have a hidden status in your workflow (hidden by a condition on the transitions that only the Automation user can see) 

Automation checks if the value of your custom field changes, and if it changes to match your option, it will transition to that status, automation will then transition it back to where it came from. 

This will stop the SLA, maybe not as clean as you were hoping for though. 

Workflow Setup

Setup your transitions to be hidden to everyone but the Automation user. I always do project role is in atlassian-addons-project-access which is where the Automation user is in.
Example Automation First
(I used Priority as the field to check but you can use any custom field)

Trigger: Value field changes: Priority (your custom field)
Condition: Smart value compare: {{fieldChange.toString}} equals Critical (whatever your value you want to act on)
Action: Transition to Progress Update (whatever your temp status is called)


Example Automation Second

Trigger: Value field changes: Status
Condition: Smart value compare: {{fieldChange.toString}} equals Progress Update (whatever your temp status is called)
Action: Transition to {{fieldChange.From}} (Transitions back to where the original status was) 


Hopefully this gives you a good starting point on this workaround

NOTE: You need to have transitions back and forward on all status you want the above method to work on still, they can all be hidden from users still. 


Patrick Tripodi

Daniel Blomqvist May 8, 2024

Hi @Patrick Tripodi 

Thank you very much for that detailed answer and workaround.

I think this is a bit more complex than we would like it to be, but I really appreciate the level of detail.

Like Patrick Tripodi likes this

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