Any way to setup SLA in JIRA Software

Hi JIRA Friends,

I am looking at tracking the SLA in JIRA software, have any one set-up SLA or done any customised SLA tracking in JIRA software. Please share your expert advice.

Thanks & Regards

Shiva

 

5 answers

1 accepted

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Hi,

There is SLA PowerBox add-on for JIRA (Core, Software and Service Desk). You can use it. It has more features than JIRA SD SLAs.

You can download it from the Marketplace (https://marketplace.atlassian.com/1215330)

Thank you for the suggestion... Workflow PowerBox  has the required features

 

I suggested SLA PowerBox - On Time Service Delivery, not Workflow PowerBox. They're different add-ons smile

I am currently testing SLA PowerBox, but the Excel export does not work? I want to export the deadlines to Excel weekly to send to our clients. Any suggestions?

There is two custom field types in SLA PowerBox. One is SLA Metric which is used to calculate and display SLA Clock, the other one is SLA Date which have to be connected to one of existing SLA Metrics date and you can export deadline using it.

 

Add a field:

image2016-6-28 16:44:40.png

image2016-6-28 16:43:56.png

Configure it

image2016-6-28 16:43:19.png

 

Use it as a normal Datetime field:

image2016-6-28 16:48:28.png

 

Thank you! This worked perfectly!

Apologies if this is not the right forum, please direct me to the right one if need be. I have made changes to the behaviours in SLA PowerBox. Some issues have already calculated their SLA's, how do you recalculate them to use the new behaviours?

It's ok to ask here, but normally questions to add-on vendors are asked thru their support system.

Simply answering your comment: new behaviours (actions) are taken into account when they are setup and there is no simple way to add SLA history with past date. All SLA states history is stored in the add-on database and SLA recalculation is based on previously executed and stored actions.

JIRA doesn't provide reliable audit history sufficient for advanced SLA recalculation (it's probably one of reasons why JIRA SD's SLA has no advanced features).

If you have any further questions or need deeper instructions please use the support system (http://coresoftlabs.atlassian.net)

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You really need to find or write code to provide a half-way decent SLA in JIRA Software.  I've done it a few times, but it took a lot of work, and needed things like the Script Runner to do the calculations for you.  If you're doing it for running a helpdesk, the best answer is almost always going to be "get Service Desk"

Thank you for you advice and suggestion, is it possible for you to share the code that you have implanted, that will help me to reuse and customise to my need

I'm afraid not - most of it belongs to old clients, and all of it is well out-of-date - once Service Desk arrived, there was no need for any of it any more, so I've not done it since JIRA 5.

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Some of my customers have implemented a type of SLA reporting using plain JQL. Its not the SLA functionality you get in JIRA Service Desk but it serves a purpose and is enough for them.

Basically they have filters defined to show, for example, all high priority issues not updated in the last hour. They set up subscriptions to that filter and add the filter into dashboards so that people can view them.

It works for them. YMMV.

syam r I'm New Here Jul 03, 2018

Could you please provide some sample filters or this. Thank you.

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That's interesting. can you please advice while you generate the required SLA report using JQL can we also trigger alerts using JQL at specific interval to the manager and reporter. What is required to build JQL what is language used?

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JQL is the JIRA Query Language. If you are not familiar with it then I suggest you read up on it here.

You can create a query that would look something like this

priority = blocker and status in (New, Open) and update < -30m

will give you all New or Open issues with the blocker priority that have not been updated in the last 30 minutes. Here your SLA might be that you have to respond to high priority issues within 60 minutes, and move them to another status such as Investigating. The above filter would show issues in danger of breaching that SLA.

Then you can save this query as a filter and share this with your team / managers etc. You have two options to make this visible. To trigger 'alerts' you can set up subscriptions on the filter and configure how often the filter is run to check for changes. Again you should read up in documents how to do this but it is quite easy.

Secondly you can add the filter to a gadget on the dashboard - like the Two Dimensional Filter Gadget or similar.

It's not the querying that's the difficult part. It's the calculating. Trying to get a calculated date field to automatically add a certain amount of time to the current date based on the SLA level set in a different field but I can't get it to work.

You can use SLA PowerBox. It has a calendar built-in. The calendars exposes Java API and provides such calculations. In case of questions please send request to SLA PowerBox vendor support.

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