Can I change the SLA of an issue based on an input of Custom field?

Sakshi Mittal April 14, 2016

I have different SLAs for Incidents. So if the Resolution is a Code change the SLA is 5 days but if its a configuration change the SLA is 5 hours. Can I configure this in some way?

3 answers

1 vote
Jobin Kuruvilla [Adaptavist]
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
April 14, 2016

Yes, SLAs are defined using JQL. You can use custom field values to set different SLAs.

0 votes
Sakshi Mittal April 15, 2016

I am able to configure this in my Project with this Plugin.

Thanks for your help

0 votes
Sakshi Mittal April 14, 2016

How can I configure it. Is there some documentation?

Jobin Kuruvilla [Adaptavist]
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
April 14, 2016
Sakshi Mittal April 14, 2016

Thanks. But I am not using JIRA Service desk, I am using JIRA for Projects Only.

So I dont see the option of creating a New Metric as is suggested in the link.

Jobin Kuruvilla [Adaptavist]
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
April 14, 2016

What do you mean by SLA then?

Sakshi Mittal April 14, 2016

I am using this plugin for a project in JIRA which is the only support Project in my Company. Since I dont have a JIRA service desk, I need a tool like this to track my SLAs. 

Jobin Kuruvilla [Adaptavist]
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
April 14, 2016

Sorry haven't used it. Someone else might have an answer!

Sakshi Mittal April 14, 2016

Thanks Jobin. Can you help me connect with some other Analyst?

Sakshi Mittal April 14, 2016

I am using JIRA Agile

Suggest an answer

Log in or Sign up to answer