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

[andreas]

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?

[andreas · Accepted solution]

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]

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

Regards,

Sebastian

[andreas]

Hi Sebastian,

No sorry, our scheduled trigger doesn't integrate with Jira's working days setting yet. I've raised https://codebarrel.atlassian.net/browse/AUT-712 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.

Cheers,
  Andreas

[Sebastián Delmastro]

Ok thanks @andreas, i will follow up on that.

Regards,

Sebastian