SLA re-evalution outside of issue transition

[Mark Wheeler]

In Jira ServiceDesk is it possible to trigger SLA re-evaluation on the value of a field changing or on a scheduled basis (e.g. once a day)?

I have an SLA which starts and stops based on transitions between statuses, but the SLA is based on some JQL on some custom fields as well (e.g. Severity, Production?). If the value of a field in the JQL is changed then the SLA may change as well (i.e. length or whether still applicable), but the SLA doesn't appear to update until another transition.

Is there a way with SLA or Jira Automation of triggering SLA re-evaluation outside of status transition?

Example SLA with JQL:

[Olga Videc · Accepted solution]

Hello @Mark Wheeler 

I'm afraid that not possible.

The thing that might help is a custom script triggered by automation.

OR 

You can create a custom transition to witch all statuses can transition to, add a condition to the transition. 

I would use a condition by the user only me or someone who is set as the triggering user in automation can transition it.

So no one could see the transition but you, so it doesn't confuse users, the problem is that status should be transitioned back to some status, you can't automate to go back to the previous status, you need to set the status to which it will be transitioned to.

So it would go from "TO DO" -> priority changed(automation transitions issue to "reset SLA" status) again automation is triggered by this status and issue is transitioned to "In progress" 

These are just ideas about how I would do it.

BR, Olga

[Mark Wheeler]

I'm surprised other users don't have this issue of changing conditions which affect the SLA?  

Are we using SLAs in appropriately from a Jira perspective?  So we have a single SLA around Time to Resolution, but different resolution times based on Incident severity.

This works fine until an Incident severity changes, which I would have thought is not an uncommon occurrence, either increasing or decreasing in priority.

Perhaps the change of a priority or whatever can change and is part of the SLA is a transition instead of a issue field change, but you can't force people to transition.

How do other people address this situation?

Is there a backlog item to schedule SLA evaluations in Jira Automation or something similar?

[Olga Videc]

You are not the first to encounter this problem, there are others including myself :D 

This is a common issue check this, every workaround suggesting the same thing, this can only be achieved trough transition.

https://community.atlassian.com/t5/Jira-questions/SLA-Timer-change-when-priority-changes/qaq-p/1106904 

https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Reset-SLA-on-public-comment/qaq-p/989650

Request for this feature, you can vote and watch the issue 

https://jira.atlassian.com/browse/JSDSERVER-194?error=login_required&error_description=Login+required&state=a90c72f2-a5e6-40a5-aff6-f4d6b1e97738

BR, Olga