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Can I add SLA in JIRA Work Management ? Is there any plugins available for this? Please help me.

Kumari dvipa March 17, 2024

My company wants to set SLA in in each workflow stage and each ticket. 

How I can do it? 

1 answer

1 accepted

2 votes
Answer accepted
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 18, 2024

Hi @Kumari dvipa 

Not natively, SLAs are part of Jira Service Management.

You could check out options on the Marketplace though - such as...

I'm not 100% sure these work in JWM, but I would either...

  • Install a trial on your sandbox, and give them a try, or...
  • Contact the App vendors and ask them directly. You can see contact options available in each Marketplace listing's support tab

Let us know how it goes!

Ste

Kumari dvipa March 18, 2024

Not useful.

Is there any feature in JIRA where we can set the SLA as per the workflow status and as per the assignee?

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 18, 2024

Not natively, as I mentioned above.

You could sort of do this with Automation  - something like this...

  • Create a number field, called SLA
  • Make SLAs an absolute, so they're a whole number - eg. 4 hours, or 120 minutes. You could even add that to the field name - eg. SLA (Minutes)
  • You could then use Automation to...
    • Set the SLA, based on other parameters (like Status or Assignee)
    • Report on the SLA - eg.
      • Schedule an Automation to run every hour
      • Use IF/ELSE statements to decide if an issue is in breach - eg.
        • SLA = 1, and > 1 hour since creation = Breach
        • SLA = 2 and < 2 hours since creation = No Breach
    • Take actions if there's a breach - eg.
      • Populate a second custom field if there's a breach
      • Comment on the issue
      • Email the user
      • ...etc

^ It would be quite a bit of work to get right, but it's possible?

Ste

Kumari dvipa March 18, 2024

I will try..

Thank you so much.

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 18, 2024

Let us know how it goes :)

Ste

Kumari dvipa March 19, 2024

Hi Stephen,

Time to SLA App is working now. 

Thank you so much for your help.

 

Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 19, 2024

Awesome!

If this answer helped you find the solution, could you accept it? That helps others who find this question in future know this can help them too :)

Ste

Like Kumari dvipa likes this
Kumari dvipa March 19, 2024

Sure,

Thanks!

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