How can I define an SLA for comments between customers and support team?

Requirement

There are two project roles: customers and the support team. When a customer leaves a comment - SLA should start. When a member of the support team leaves a comment - SLA ended. If the customer leaves a comment again, SLA should reset and start again.

Good to Know

How to set up rules with Automation for Jira.

Solution

  • Define three date-time custom fields called Customer comment date, Support comment date and Comment left and add them to the project view issue screen.
  • Define the SLA as follows:

SLA Start: Customer comment sate

SLA End: Support comment date

SLA Goal: Configure it as you wish however, using duration is needed.

Calculation Method: Last Cycle

SLA Reset: Comment left

Other parameters: Configure them as needed.

  • Create an Automation Rule that populates the comment date fields as follows:

When issue commented

If the initiator is in project role customers (User Condition)

If "Customer comment date" is EMPTY (JQL Condition)

Then Edit issue fields: Customer comment date {{now}}

Else-if: "Customer comment date" is not EMPTY and slaFunction=isFinished() (JQL Condition)

Then Edit issue fields: Support customer date (don't enter any value)

Customer comment date {{now}}

Comment left {{now}}

Save and publish your rule.

  • Configure the second Automation rule as follow.


When issue commented

If the initiator is in project role support (User Condition)

AND Issue matches JQL "Customer comment date" is not EMPTY

AND Issue matches JQL "Support comment date" is EMPTY

Then Edit issue fields Support comment date {{now}}

Save and publish your rule.

And you're done!