Can JIRA track SLA on tasks?

We have the Cloud version so can not install many 3rd party plugins - is there any way to track SLAs on issues in JIRA?  If we can predefine SLA - for example - prod support issues should be resolved in 4 hours, can system track and if the resolve date is not within the SLA of the creation date show that the issue is not within SLA?

2 answers

0 votes

JIRA alone can't really do this.  But the Service Desk addon is built for doing SLAs (amongst other things)

0 votes

Hi, Lisa.

As Nic mentioned, Service Desk handles SLAs. More about it here. This plugin is supported by Atlassian and is available to Cloud.

The SLA features in Service Desk do just what you described you wanted. Some of the features are:

  • You can even use JQL to determine which issues should have these 4 hours SLA
  • Show in the issue if the SLA is breached
  • Email customers or agents when an SLA is breach
  • Show reports on breached issues.

If you think it's interesting, you can add it directly in your Cloud instance. Please check this link for pricing.

Kind regards,
Jaime Kirch da Silveira
Atlassian Cloud Support

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