Understand SLA condition options in Jira Service Management Cloud

Summary

Learn about the available SLA conditions in Jira Service Management Cloud.

Solution

Understand and configure the conditions below to improve your SLA management.

Assignee: From Unassigned

• It triggers when a work item is assigned to a user, starting the time tracking for the team member's pickup. Use this to define a Start counting time when... condition, tracking how long it takes for a team member to pick up a work item.

Assignee: To Unassigned

• This option triggers when a work item is unassigned, helping monitor items returned to the queue.

Assignee: Changed

• It will trigger when a work item's assignee changes, so you can track work item reassignments among team members.

Comment: By Customer

• This option activates when a customer comments on a work item. It helps measure response times to customer inquiries or updates.

Comment: For Customers

• It triggers when a customer-visible comment is added to a work item. It ensures timely communication with customers.

Due Date: Cleared

• It triggers when the Due Date field is removed from a work item. You can use it to track when deadlines are re-evaluated or removed.

Due Date: Set

• It will trigger when a work item's Due Date field is set.

Due Date: Changed

• This option triggers an alert when you change the Due Date field of a work item.

Issue Created

• When you create a new work item, it triggers an alert. This marks the start of the work item's lifecycle and is crucial for many SLAs.

Resolution: Cleared

• It triggers an alert when you remove a work item's resolution. It helps track items that are reopened or need further attention.

Resolution: Set

• This condition triggers an alert when you apply a resolution to a work item. This helps measure the time taken to resolve work items.

Entered Status: [NAME OF STATUS e.g., Open or Closed]

• This option triggers an alert when a work item changes to a specific status, like Open, In Progress, or Closed. This helps track how long work items stay in different workflow stages.

Documentation

• Create service level agreements (SLAs) to manage goals

• What is an SLA? Learn best practices and how to write one