Ongoing Response SLA

[Vidhi Raman Chandra]

Team

I am looking to implement ongoing response as per SLA where a customer will get updates on a P1 every 1 hour as long as the incident is in progress .

How can this be achieved? 

Example

Priority 1  and Status is in Progress  

Initial response is met 

Now the Ongoing will start where after every 1 hour we must share a status with customer until resolution .

[Alina Kurinna _SaaSJet_]

Hi @Vidhi Raman Chandra 

If you need to set up an Ongoing Response SLA — for example, to ensure that tickets are regularly followed up on (like every 24 hours) — you have two options:

Option 1 – Jira Automation
You can use Jira's built-in automation rules to send reminders, as Jaime Escribano mentioned before.

Option 2 – SLA Time and Report
I recommend trying SLA Time and Report, developed by my team. It allows you to set advanced SLA configurations and send automated reminders before an SLA breach, such as 2 hours before the deadline.

You can configure it like this:

• Set a specific SLA goal (e.g., 24 hours to respond)

• Add an automated action that triggers at the 22nd hour

• This action can send a comment or notification (via Jira comment or Slack) to remind the assignee to follow up

• You can also configure SLA timers based on custom statuses and comment triggers.
  For example, you can set the SLA to start when the status is "In Progress" and a comment is added by the customer. The SLA timer will begin counting only when both conditions are met, giving you full control over when the clock starts.

Additionally, you can refer to our documentation for instructions on sending notifications.

With our app, you can also:

• Track SLA progress in real time with visual indicators

• Filter and report on SLA status (Met/Exceeded)

• Add gadgets to Jira dashboards for instant visibility

• Use it across Jira Service Management, Software, and Core

If you need any help, feel free to reach out.

Best regards!

[Vidhi Raman Chandra]

Hey Alina , I want a SLA that I can track . I explored the automation. But a reminder is ignored then how to calculate the % of time the incident was updated as per the ongoing contractual obligations to provide a response every 1 hour for P1 . That’s the dilemma 

[Alina Kurinna _SaaSJet_]

If I understand you correctly, you're trying to track how well your team complies with contractual obligations — specifically, whether updates are being sent every hour for P1 incidents while they remain in progress. You're absolutely right: reminders alone aren't enough, because if they're ignored, Jira doesn't track that as a breach. What you need is a way to measure actual follow-up behavior.

This is exactly where SLA Time and Report can help:

Here's how you can achieve this:

• Create a dedicated SLA that starts when the work item moves into the “In Progress” status, with a 1-hour goal.
  
  

• Enable the SLA reset option — this means the SLA will automatically restart every time a qualifying update (e.g., a public comment to the customer) is made.

• If no update is sent within that 1-hour window, the SLA is marked as Exceeded.

• Every cycle of this SLA is recorded, so you can track how many cycles were Met vs. Exceeded — giving you a measurable way to evaluate compliance.
  
  

• You can also view and monitor SLA status in real time via the Grid view — where tickets are clearly marked with green or red indicators depending on their SLA performance.
  
  

This setup ensures you're not just sending reminders - you're tracking whether actual updates are being delivered to the customer on time, every time.

I hope I understood your need correctly and that my answer was helpful.
If you have any questions — feel free to reach out!

[Vidhi Raman Chandra]

@Jaime Escribano 

Thank you ! I am trying out features in Jira.  I would hate a templaty response and would rather have a SLA or nudge to track where a human can add the updates considering its a P1.

I dont have ROVO , will have to explore that. So as i understand within Jira there is no way to add customized recurring SLA clock to a case ?

Cheers

Vidhi 

[Jaime Escribano]

Hi Vidhí! Welcome to the community!

You should be able to achieve this by using an out of the box JSM automation.

Go to your project settings -> Automation -> Create a new rule.

We have two main options:

1. If you have ROVO and are willing to use it you can make a call every hour to an agent and ask him to include a comment with the progress made in the last hour.

Do this if you need your comments to be dinamic and change over time.

2. If you do not have ROVO or do not trust it enough to handle communication you can include a generic comment with the status of the issue. We can use smartvalues to make it a little more dinamic for the end user.

Do this if you are ok with more "templaty" comments. 

You could also add conditionals to add different comments depending on the status of content of your issue's fields. Let me know if you need help with that!

In both cases the key is getting the Trigger and the Comment just right :)

For your trigger:

• Make sure you get the JQL Right - Rathen than using specific statuses you might prefer checking if the Resolution is empty. This would work if you update the resolution when solving the incident (which is the best practice ;) )
• Mark the "Perform this rule for every found issue" box
• Unmark the "Only do this for issues that have changed in the last hour" box

For your comment:

• Allow for duplicate comments to be added. If not the automation might execute without adding communications. No communication means no transparency means customer dissatisfaction.
• Make sure your visibility is public