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

[Kumari dvipa]

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

How I can do it? 

[Ste Wright · Accepted solution]

Hi @Kumari dvipa 

Not natively, SLAs are part of Jira Service Management.

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

• Time to SLA 
• SLA Time and Report for Jira 
• ...etc

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]

Not useful.

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

[Ste Wright]

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]

I will try..

Thank you so much.

[Ste Wright]

Let us know how it goes :)

Ste

[Kumari dvipa]

Hi Stephen,

Time to SLA App is working now. 

Thank you so much for your help.

[Ste Wright]

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

[Kumari dvipa]

Sure,

Thanks!