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How can I setup a basic SLA check using Automation for JIRA?

Andreas Knecht Community Leader Sep 19, 2016

I would like to respond to customers if we didn't manage to update an issue for a certain period. How can i do this with Automation for JIRA?

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Andreas Knecht Community Leader Sep 19, 2016

This is fairly easy to do and we include a template already that should make it very fast to get started. 

Here's what you'll need though:

  • A "Scheduled JQL trigger" that checks every so often if certain issues in a project have not been updated
  • An action such as "Comment" or "Transition" depending on what you want to do with issues that have breached SLA

You could get even fancier and use a condition to limit to only critical issues and send Slack/Twilio notifications.

Here's the basic rule config required:

Project automation - Code Barrel JIRA 2016-09-20 09-33-58.png

The important bit is the updated < -6h clause in the JQL.  We basically check every hour for issues that are open and high priority and haven't been touched for 6 hours.  We then add a comment to those issues only.

There's many different actions available that could be useful for this type of rule as well.


Sebastián Delmastro Jan 08, 2018

Some way not to execute this rule on non working days (Jira defined?) @Andreas Knecht.




Andreas Knecht Community Leader Jan 08, 2018

Hi Sebastian,

No sorry, our scheduled trigger doesn't integrate with Jira's working days setting yet. I've raised now to track this, but we've got quite a few higher priority items in our backlog at the moment so it will be a while before we can get to this, but we'll let you know when we get a chance to work on this.


Sebastián Delmastro Jan 09, 2018

Ok thanks @Andreas Knecht, i will follow up on that.



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