Configuring SLA Action parameters

Adding SLA Actions

1. Log in as a user with the Jira Administrators global permission.
   Choose  > Add-ons. Select SLA PowerBox > SLA Behaviours to open the SLA Behaviours page.
    Tip: Use a Keyboard shortcut: g + g + start typing sla behaviour 
2. Click the Add SLA Behaviour button.
3. Select Event-Based Behaviour, then click Next.
4. Fill in the Name (necessary and unique) and Description (optional) fields. 
   
   
   
5. Click the Add Action button.
6. Set the parameters (SLA Action, Issue Event) based on your needs. Confirm with the Add button.
   
7. Click the Add Condition button to add conditions to your SLA Action. Confirm with the Add button.
   
   
   
8. You can set up the priorities by clicking on the Priorities tab.
   Go back to managing Actions by clicking back on the States tab. More information about SLA Parameters can be found in the section below.
   
   
   
9. Added actions will be displayed on the main SLA Behaviours page.

SLA Parameters

Priorites

If multiple SLA Actions are assigned to one event, SLA Actions are performed in order that depends on their priorities.

• High
• Normal
• Low

 Tip: The default priority is: Normal.

If multiple SLA Actions have the same priority assigned, they are fired according to the specific sequence, which is:

1. Start, 
2. Pause,
3. Resume, 
4. Finish, 
5. Cancel,
6. Restart.

Actions with the highest priority are located at the top of the list.  

Issue Events

SLA Actions depend on the issue events occurrences. You can choose issue events from the list:

• Issue Created
• Issue Updated
• Issue Assigned
• Issue Resolved
• Issue Closed
• Issue Commented
• Issue Comment Edited
• Issue Comment Deleted
• Issue Reopened
• Issue Deleted
• Issue Moved
• Work Logged on Issue
• Work Started on Issue
• Work Stopped on Issue
• Issue Worklog Updated
• Issue Worklog Deleted
• Generic Event

These are the standard Events offered by Jira. You can always define custom events. Custom events can trigger SLA Actions too. 

Adding a custom event

1. Log in as a user with the Jira Administrators global permission.
2. Choose  > System. Select Advanced > Events to open the View Events page.
    Keyboard shortcut: g + g + start typing events
3. In the Add New Event form at the bottom of the page add the Name and Description for a custom event.
4. In the Template field, select the default email template to be associated with the event.
5. Click the Add button.

A custom event must be associated with a default email notification template. A notification scheme configured to notify users of the event will use this email template when sending the notification. The custom event will appear in the list of events defined within the system. Initially, the event will be marked as inactive as it is not associated with a notification scheme or workflow post-function. Some events are fired by Jira internally — e.g. an Issue Updated or Issue Moved event. Other events are fired within workflow transition post-functions — e.g. an Issue Resolved event, or a Custom Event. All added custom events will be fired within workflow transition post-functions.

Configuring a post function to fire the custom event

1. Log in as a user with the Jira Administrators global permission.
2. Choose  > Issues. Select Workflows to open the Workflows page, which displays all the workflows in your system.
    Keyboard shortcut: g + g + start typing workflows
3. Navigate to workflow transition post-function screen to be edited. See Configuring Workflow and Applying Post Functions to Transitions for more information.
4. Update the post function to fire the custom event.
5. Activate or associate the workflow (and scheme) with the appropriate project. See Activating workflow for more information.

Additional parameters

There is a possibility to restrict launching actions only to the specific events. In order to do so you have to select basic fields (i.e. Issue type, Issue Status, Resolution Date) or define these parameters by using simple or advanced JQL. These features guarantee that:

• An action is fired only if it is result of a JQL Query.
• An action is fired only if a JQL Query returns specific number of results.
  • JQL can consists of tags such as e.g. $$PROJECT_KEY$$ that will be replaced with values from the desired issue.
• An action is fired only if the parameters of an issue - for which the action is fired - have certain values.

Editing SLA Actions

1. Log in as a user with the Jira Administrators global permission.
   Choose  > Add-ons. Select SLA PowerBox > SLA Behaviours to open the SLA Behaviours page.
    Tip: Use Keyboard shortcut: g + g + start typing sla behaviour 
2. Select a desired behaviour and click the Edit link in the Operations section.
3. Choose a desired Action from the tiles.
4. Click  > Edit or click the name link of an action.
5. Change desired parameters and confirm with the Save button.
   
   

Deleting SLA Actions

1. Log in as a user with the Jira Administrators global permission.
   Choose  > Add-ons. Select SLA PowerBox > SLA Behaviours to open the created SLA Behaviours page.
    Tip: Use a Keyboard shortcut: g + g + start typing sla behaviour
2. Select a desired behaviour and click the Delete link in the Operations section.
3. Confirm with the Delete button.