Jira SLA

[Victor Joachim]

Hello Everyone, 

I am trying to setup an SLA which compares 2 date fields: planned completion date and actual completion date for a particular issue type. 

Kindly confirm if this can be done without any addons?

Regards,

Victor

[Patrik Korovsky · Accepted solution]

Hello @Victor Joachim

You can create additional SLAs but they can only track a Time Goal in a time format (E.g. 4h 30m) so comparing this with a field would not be possible.

Can you elaborate on the expected behaviour of the "planned completion date " and "actual completion date" SLAs? Based on your request I might be able to propose an automation that could inform you if the SLA has been met or not.

[Victor Joachim]

Hello @Patrik Korovsky 

I have created 3 custom fields:

(1) Planned Completion Date (2) Actual Completion Date (3) SLA Met.

Below is the behavior/logic I am trying to implement: 

If Planned completion date <= Actual completion date; then update "SLA Met" custom field to "YES" otherwise update to "NO"

Let me know if this is achievable with automation rules.

Thank you

[Patrik Korovsky]

Hello @Victor Joachim

This is how I would go about setting this up:

1. We will check if the date fields are met when the ticket is completed. For this, we will set up an automation that is run, when a ticket is closed.
   
2. We will update the "actual completion date" (Effective Date in my case) with a smart value of {{now}}. We do this so that we can then compare this with the "Planned Completion Date"
   
   
3. Create two "if blocks" where you set up one to check that the "Planned Completion Date" (Effective Date in my example) is before the "Actual Completion Date" (Due Date in my example) and one to check if the "Planned Completion Date" is after the "Actual Completion Date"
   
4. Under each "if block" add an edit that changes the "SLA Met" (Description test in my example) depending on the condition
   
   

Let me know if this works for you or if you need any help.

Since there is no "<=" you can set up the check to be as follows:

[Victor Joachim]

Hi @Patrik Korovsky  Thanks for the solution. This works.

I had this running for a couple of days and the only additional feedback and experience from the solution is that: 

- There is a likelihood that the "Planned Completion Date" custom field might not be updated throughout the ticket status cycle. Once, the ticket is closed, the automation returns and error because the "Actual Completion Date" is being compared with an empty field. 

Do you think there is a way around this situation to prompt the ticket handlers to update?

[Patrik Korovsky]

Hi @Victor Joachim
Good to hear it is working for you.

If you want the field to be "mandatory" you can add a validation in the Workflow.

• Go to project settings -> Workflows
• Edit the Workflows that you would like to have the validation
  1. Select a transition you would like to check if the field is updated
     
  2. Add a check for "Field required for this transition" (You can also choose a message to display)
     
     

Note that this verification will need to be placed in the workflow so that the operator cannot simply close the ticket.

Example:

1. You add this for Open -> Analysis
2. The operator uses the Open -> Done ( Done has the "Allow all statuses to transition to this one" in this example)

[Victor Joachim]

Gracias! Patrik...Solution works brilliantly.. :-) 

I have tested this. Also wanted to check if you know any control that can prevent users from moving the "Planned Completion Date" 

Any awesome ideas? :)