Setup SLA with Atlassian Jira Service Desk

SLA is not new term which need much explanation. SLA need not be always be between the Organizations, It could be within the organization as well between various business unit. We will see how Priority could be set within the request type and send a mail alert when SLA is about to be breached. When ever some details required from the requester, SLA time counter need to be stopped. Let us see (minimum) steps involved.

1 - Define Support Calendar
2 - Setup the Target time (like Resolution time) for each Priority
3 - Stop the SLA time counter when waiting for a customer action
4 - Add a Priority Field for the Request type
5 - Set Automation to warn on SLA breach using mail alert

1 — Define Support Calendar

Select the Project -> Project Settings -> SLA. Click top right calendar icon to create a calendar for the support hours. Name the calendar.

2 — Setup the Target time for each Priority

The Target time need to be setup for Time to Resolution, Time to First Response etc based on the criticality of the Project. The calendar need to be selected the one created in the Step 1.

3 — Stop the SLA time counter when waiting for a customer action. A little below the screen set. Set the condition based on the Organization need.

4 — Add a Priority Field for the Request type

Select Project -> Project Settings -> Request Type. Below Windows pops up. From the right Window pane search for the Priority field and drag to the middle Window pane and do the required changes. Make sure that edited Request Type is available to the end user to select (Not in the scope of this document).

5 — Set Automation to warn on SLA breach using mail alert

Select Project -> Project Settings -> Automation-> Create Rule. In the right Window pane Search for “ SLA threshold breached” . Select SLA and Trigger Conditions. Once finished Click Next . Click “THEN: add an Action” . In the Right Window pane search for “Send email”.

Click Next. Select mail recipient mail Subject and content. Include appropriate identifiers in the content.

Click Next and Click Turn on rule. Assign a name for rule.

Create the Automation Rule for other SLA breach condition as well.

Conclusion: SLA is setup for a business environment and alerted to Assignee before SLA breach.

Disclaimer: It is requested to test the configuration thoroughly before apply in the production environment. Configuration options may very based on the Jira versions