Add options to SLA start/stop conditions

[Eliyahu Klein --CNTR]

Hi,

I am looking to create an SLA condition in JSM that allows me to select a value from a custom field to start or stop the SLA. Currently, the available options are based on fields like Team, Entered Status, Resolution, Issue Created, and Comment, but none of these meet my needs. Is it possible to add a new event based on a custom field, such as "Team" = A/B/C ?
Maybe anyway with Script runner? or any other way?

Thanks!

[Alina Kurinna _SaaSJet_ · Accepted solution]

Hi @Eliyahu Klein --CNTR !

Unfortunately, Jira Service Management doesn’t support starting or stopping SLAs based on a custom field value by default. However, there is a solution using third-party add-ons, such as SLA Time and Report, developed by my team.

With this add-on, you can configure SLA conditions based on custom fields. Here’s how it works:

1. Add a Custom Field in Jira:

• Create a custom "Team" field as a Single Choice field (for example).
• Add options like A, B, C (or any values relevant to your workflow).

2. Configure SLA in SLA Time and Report:

• Open the add-on and set up Start, Pause, and Stop conditions using this custom field.
• This allows your SLA to be triggered based on the selected team.

3. Automate SLA actions:

• For example,you can automatically change the issue status when an SLA is breached.
• Configure other automated actions to streamline your workflow.

4. Real-time SLA Tracking & Reporting:

• Monitor SLAs live using the SLA Grid.
• Visualize reports to analyze SLA performance and compliance.
• Add Gadgets to your Jira Dashboard.

I hope this solution helps you! This add-on can significantly improve your SLA tracking and automation.

Here’s a link to the documentation where you can find a step-by-step guide on configuring and monitoring SLAs:
📌 Documentation

If you have any additional questions, feel free to reach out—I’d be happy to help! 

Regards!

[Marc - Devoteam · Accepted solution]

H|i @Eliyahu Klein --CNTR 

This is not possible, see the feature request that has been mentioned by @Kai Krause 

[Kai Krause · Accepted solution]

Hi 

actually i think the is no way todo it . 

The reason for this is that Atlassian do not provide a Rest API to achieve this functionality inside of Jira Service Managemen. apps and so on are only  only permitted to use the public rest API's which Atlassian provide and mark as being able to be used by apps.

There is a feature request opened to implement it. 

Ability to have condition to start, pause and stop SLA based on custom field value

Feel free to vote and watch the suggestion and also receive notifications about any updates.

BR
Kai