Do you want to have more control over your Jira SLA rules and make sure that you and your team are alerted before any violations take place? Are you looking for a perfect SLA solution to save time and be sure that everything goes in the correct way? You may easily accomplish this aim with Jira Automation Rules and the SLA Time and Report for Jira add-on. This article includes a step-by-step tutorial for creating automation rules to efficiently manage SLA time targets. Are SLA violations causing you stress? Take charge of your SLA rules with our comprehensive guide:

Our case: we want to keep track of when the SLA guidelines are broken and inform the management team before the problem gets out of hand.

5 hours – it is the specified SLA time. Within an hour, we want to inform the responsible manager about this problem.

Let’s go through a few steps you should perform to reach the goal:

Step 1: Create SLA Configuration with a Custom Field

1. Access SLA Configuration:

• Select the required project for your setup.
• Choose or create a new working calendar with the business (working) hours of your team.

2. Assign Fields for SLA Conditions:

• Select the fields appropriate to SLA conditions regarding your workflow process.
  E.g., set the start condition as “Status: In Progress” and “Issue type: Task, Epic, Story, Subtask.”
• Depending on your requirements, set pause and stop conditions.

3. Create SLA Time Goals:

• Set the main goal to 5 hours (the SLA time goal you want to meet).
• Create a breached issue control to notify you one hour before the SLA is exceeded.

Using Custom Fields to Control SLA

You do not need to manually add custom fields if you use a Classic project. The SLA Time and Report for Jira add-on can assist you in automating this process, but you should enable two custom fields:

1. CF 5h Goal: This is the main custom field, which will be used to track the SLA statuses.
2. CF 5m Breached: This custom field records SLA statuses before the SLA is exceeded. In your case, this would be set to trigger before 4 hours and 55 minutes.

How It Works?

Using the custom fields you have generated earlier, the SLA Time and Report for Jira app enables you to control your SLA time targets and their execution places on the timeline.

Now, let’s explore two options of configuring Jira automation for SLA management:

Method 1

Jira automation rules + SaaSJet.com SLA solution

1. Create a Managers Group:

• Set up a group with VIP managers to get SLA breached notifications.
  To create a group, go to admin page: http://admin.atlassian.com/

2. Access Jira Automation:

• Navigate to the Jira automation section.
• Go to your project settings and choose Automation.

3. Configure Automation:

• Set up the automation control by changing the “Breached” field.
  
  
• When the field status of the “Before time” column changes, it means that you are still within the set time frame.

4. Configure Email Notification:

• When the status changes, use Jira Smart Values to send an email notification to the Top Managers group.
  
  
• Format your message so it can comply with Jira automation requirements.

When an issue reaches an advance notification marker (before the NN time limit is exceeded), our SLA solution sends to top managers the email that is shown below:

Method 2

Automation with JQL + Scheduled Intervals

1. JQL Setup:

• Define a JQL query to choose the breached time frame.
  
  CF 5h Goal – our main goal is custom field
  CF 5m Breached – extra service field that will be activated before the end of time (breached time)
  JQL = project=QA
  and “Custom field SLA status[Labels]”=InProgress
  and  “CF 10m Breached status[Labels]”= InProgress-Exceeded
• Before automating your query, use JQL advanced search to double-check it. 

2. Create an Automation Rule:

• Select the “Scheduled” option as the trigger for the automation rule.
• Set the scheduled interval to determine how frequently the automation rule runs.

3. Send Email Notification:
   To know more about setting up notifications using Jira automation, read our other article —”Configuring Jira SLA Notifications: Automation rules, filter subscribe and SLA Time and Report add-on“.
   

• Use the “Lookup issues” action to check the JQL query result.
  
  
• Set the rule to send an email with the result to the responsible team members(an individual or a group).

Remember that you can test your automation rules before activating them by clicking the “Run rule” button.

Conclusion

By the steps outlined in this article, you can combine Jira Automation Rules with the SLA Time and Report for Jira add-on effectively to take control of your SLA time goals, receive advance notifications before violations, and keep your team and management informed about key SLA updates. The combination of SLA solutions from the Atlassian Marketplace and Jira Automation Rules provides more efficient workflow management and better adherence to SLA commitments.

Say goodbye to SLA worries and hello to streamlined management with Jira Automation Rules and the SLA Time and Report for Jira that is described above! Follow our step-by-step guide to create automation rules and stay ahead of SLA breaches effortlessly.