Workaround for SLA goal configuration based on issue creation time / multiple shift

This article provides a workaround for a unique customer use case where SLA goals need to be set based on issue creation time. While Time to SLA (TTS) doesn’t natively support dynamic SLA goals based on creation time, you can achieve this using Jira Automation, custom fields, and shift-based SLA calendars.

Step 1: Automate issue categorization by shift timing

To determine which issues fall within a specific shift, we will create an automation rule that marks issues based on their creation time.

Automation rule example

1. Trigger: Issue created

2. Conditions:

   • If priority = 1 (or any other custom condition).

   • If issue creation time ({{issue.created.jiraDate}}) is after {{now.startOfDay(+8h).jiraDate}} (for example, after 8 AM).

   • If issue creation time ({{issue.created.jiraDate}}) is before {{now.startOfDay(+17h).jiraDate}} (for example, before 5 PM).

3. Action:

   • Edit a custom text field (for example, Shift A) to store shift categorization.

With this automation setup, issues created between 8 AM and 5 PM will be tagged as Shift A.

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Step 2: Define SLA calendars based on shift schedules

For issues created outside of working hours (for example, after 5 PM), SLA timing should begin at 8 AM the next business day.

1. Navigate to Time to SLA > Calendars and create a new calendar.

2. Define working hours for standard business hours (for example, 8 AM – 5 PM).

3. Apply appropriate timezone settings.

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Step 3: Configure SLA goals

With the automation and calendar in place, we will now configure SLA goals based on shift categorization.

SLA Goal 1: Issues Created During Business Hours (8 AM – 5 PM)

• JQL Scope: text field = Shift A (or the custom field defined in Step 1).

• Calendar: 24/7 Calendar (since it considers all hours).

• SLA Duration: 9-hour goal.

• Example:

  • A ticket created at 10 AM should be resolved before 7 PM.

  • A ticket created at 2 PM should be resolved before 11 PM.

SLA Goal 2: Issues Created Outside Business Hours

• JQL Scope: NOT text field = Shift A (or an alternative custom condition).

• Calendar: 8 AM – 5 PM calendar.

• SLA Duration: 9-hour goal.

• Example:

  • A ticket created at 6 PM should be resolved before 5 PM the next day.

  • A ticket created at 1 AM should be resolved before 5 PM the same day.

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Summary

• Automation is used to classify issues based on creation time.

• Calendars are defined to accommodate business hours versus after-hours handling.

• SLA Goals are set to dynamically adjust deadlines based on when an issue is raised.

By implementing this workaround, customers can effectively track SLAs for issues created during and outside business hours while ensuring accurate tracking and response times.