Jira software SLA is there any solutions and why it is not there

[Mohamed Saad Taha]

Dears,

I want to setup SLA for Jira software request, How i can do this ?

[Olha Yevdokymova_SaaSJet]

Hello @Mohamed Saad Taha 

If you're setting up SLAs in Jira Software and need more advanced tracking and automation capabilities, SLA Time and Report developed by my team can help you manage these effectively.

Key Features for Jira Software SLAs:

1. Flexible SLA Settings with Multiple Triggers: Set multiple custom triggers such as issue status changes, custom fields, or specific events. 

2. Multi-Cycle SLA Tracking: If your issue moves between different teams or stages, SLA Time and Report supports multi-cycle SLAs, allowing you to reset or continue SLAs seamlessly as the issue evolves.

3. Automated SLA Actions: Set up automatic alerts when an SLA is about to breach, so your team is notified in advance. You can also configure actions, like escalation or reassignment, to keep things on track.

4. Custom Work Calendars: Ensure SLAs are calculated only during active working hours with customizable calendars. This feature ensures your SLAs respect business hours, holidays, and team schedules, preventing unfair breaches when no one is available.

5. Real-Time SLA Dashboards and Reports: Keep track of your SLA performance with real-time gadgets on Jira Dashboard. You can also use the Report Scheduler to generate detailed SLA performance reports, ensuring you get your SLA Report on time via email.

By using SLA Time and Report, you can solve common SLA challenges in Jira Software, such as tracking across different stages, teams, and time zones. It’s a flexible solution that ensures your SLAs are always accurate and up to date.

[Mohamed Saad Taha]

it is for cloud only and I am running Datacenter

[Olha Yevdokymova_SaaSJet]

Oh, sorry, missed the tag🤗

[Cristian0791]

Hi Mohamed,

You cannot build SLA for Jira Software projects. SLA is feature that exist in Jira Service Management project only.

Here is a plugin that can do this:

 https://marketplace.atlassian.com/apps/1211843/time-to-sla?tab=overview&hosting=cloud

Regards,

[Cristian0791]

As a workarround you can build:
1.Custom field named: SLA (dropdown) with values Breach and In time
2.Custom field named: SLA Response Date and SLA Target Date

3.You will create an automation that will complete the value for SLA Response Date 

eg. When: Issue assigned

Then: Edit fields SLA Response Date  {{now}}

4You will create an automation that will complete the value for SLA Target Date

eg. When: Issue create

Then: Edit fields SLA Target Date  {{now.plusDays(1)}}

5.Then Build and automation that compare SLA Target Date with SLA Response Date 

eg. When: Schedule every 1 hour

make 2 branches

a)If: Compare two values: SLA Target Date > SLA Response Date 

Then: Edit issue:  set SLA = In time

b)If: Compare two values: SLA Target Date< SLA Response Date 

Then: Edit issue:  set SLA = Breach

Just be aware that this are multiple automations that may consume a lor of runs in you instance and since you have a limit of automation runs please just be aware.