How to Automate SLA

[Maeneth]

How I can automate "time for update" SLA. Like for example, the SLA set for time for update is every 1h. When the first SLA for the time for update is met or breached, it should automatically display the time for the next update. 

[Alex Koxaras _Relational_]

Hi @Maeneth 

In order to succeed what you want, without the use of an app, you could:

• Create an SLA which starts when e.g. entered a specific status (waiting for customer) and stop when entered another (waiting for support)
• Add an automation rule which will transition the issue from status A to B and then from B to A, in order to restart your SLA

Something along the lines of the following image:

In the above rule you can create an IF/Else component if that suits your need. From my end, I've tried with smart values to mess around the SLA, but I couldn't manage. Perhaps @Bill Sheboy can help further with that.

[Bill Sheboy]

Hi @Maeneth 

I do not have much experience using SLAs with Jira automation, and I just read there are some known problems with triggering when you have lots of SLAs defined (and some time-trigger edge cases) https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#SLA-threshold-breached

So a work-around could be a hybrid of what Alex and Stephen suggested:

• create a 1-hour SLA
• create a date/time custom field to check for follow-up checks
• create a rule to capture when the SLA is breached
  • take some actions in the rule, as needed
  • set the custom field for the next time to check for updates
• create a second rule on a scheduled trigger to watch your new custom field
  • take more actions, as needed
  • update the custom field for the next time to check

Remember to add a "stopping condition", where when actions are taken by the team that the custom field is cleared.  Perhaps that could be done in a different rule, watching for issue edits by a person/user rather than a rule.

Kind regards,
Bill

[Ste Wright]

Hi @Maeneth 

Can I clarify the logic is...

1. An update is required every 1 hour
2. If there is no update within 1 hour, the SLA is breached
3. Once the SLA is breached, the next SLA should commence

...?

You'd have to have lots of SLAs to make (3) work effectively - should the SLA not refresh itself once an update has been given, rather than start fresh counting down to another hour?

Ste

[Maeneth]

Thanks for your response.

I need to display that time for the first, 2nd , 3rd update of the SLA "time for updated" which set every 1h if the sevirity is level 1 and every 2h for severity 2 and every 6h for the severity level 3.

[Ste Wright]

Hi @Maeneth 

I'd say a combination of what Alex and Bill have suggested makes sense:

• Create a Date/Time Picker custom field - to capture when the original SLA was breached
• Populate this field when the original SLA is breached using an Automation Rule
• Use a separate Automation Rule to "reset" the SLA for each time period as per Alex's answer

You could then use the custom field to compare the difference between when the issue was updated, and when it should have been, in reporting.

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Personally though, I think this is over-complicating things. I'd recommend this approach instead:

• Set an SLA for when the Issue should be updated
• If the SLA is breached, leave it breached
• Set an Automation Rule to notify the assigned agent that the SLA has breached, and must be responded to
• If it breaches by more than a set period of time, escalate it - for example, to the Service Manager

^ This approach doesn't "remove" the breach, nor does it require multiple SLAs. It utilises the breach functionality as intended.

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Let us know which approach is preferred - or if you need more specific help with the Automation Rules!

Ste