Setting Up SLAs After Approval in a New Atlassian Project: Step-by-Step Guidance Needed

Ayush Pathak April 24, 2024

Setting up SLAs for issues in a newly created project. I Am interested in implementing SLAs immediately after approval is accepted. Could someone guide me through the process, starting from adding an approval step in the workflow to configuring SLAs?

1 answer

2 votes
Dexter de Vera
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 24, 2024

Hi @Ayush Pathak ,

SLA features is only available for Jira Service Management. This cannot be done in Jira Software unless you use plugin/addons.

Ayush Pathak April 24, 2024

Could you please tell me the process for JSM only.

Dexter de Vera
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 24, 2024

Adding approval in workflow

  1. In your workflow - edit - Select Diagram if you’re not already in the diagram view.

  2. Select the status you want to add an approval step to.

  3. Check the box next to Include approval step. This option is only available if the workflow status has at least two transitions: one for Approve, and one for Decline.

  4. Next to Include approval step, select Edit.

  5. Next to Number of approvers, select how many people you want to approve the issue.

  6. Next to Approver source, select where you want your approvers to come from.

  7. Select Next.

  8. Select the statuses to transition to if the issue is approved or declined.

  9. Under Exclude approvers from, select the fields you want to exclude approvers from.

  10. Select Add.

Add SLA:

  1. Go to Project settings  -> SLAs. All existing SLAs are displayed here.

  2. Select Add SLA.

  3. In the field next to the clock icon, enter a new name for the SLA or choose an existing name.

  4. Set goals. At the bottom of the list of goals, select Add goal or click an existing goal to start editing.

  5. Under Time target, set up a target time for the issue to be resolved.
  6. Choose a calendar to specify working hours when time can be counted against SLAs.
  7. Under Apply to issues, use JQL to define the type of issues you want to track.
  8. Group your goals by priority to get more time targets for each goal.
  9. Set condition. Scroll down to the Conditions section.
  10. Select Add condition under Start counting time when to set the condition for when the SLA should start measurements.
  11. Optional you can select the plus icon under Pause counting time when to set the condition for when the SLA should pause measurements.
  12. Select Add condition under Finish counting time when to set up conditions for when the SLA should stop measurements.
  13. Select Save.

 

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