How to configure SLA conditions based on comments?

Effective SLA management depends on precise tracking conditions. By configuring SLA conditions based on comments, teams can ensure that response times are accurately measured and service commitments are met. This approach helps automate SLA status updates, reducing manual work and preventing missed deadlines.

• Ensure accurate response tracking by differentiating between internal and public comments.

• Automate SLA transitions by linking conditions to comments and issue updates.

• Improve service reliability by preventing missed deadlines.

• Provide flexibility in SLA setup to match different workflows and response time requirements.

1. Click the “SLA Manager” button in the top right corner.

2. Select the configuration on the left side or create a new one.

3. Name your SLA > Choose a Project from the existing projects > Then select a Work schedule or Create a new calendar.

4. Go to Time measurement conditions setting > Define Start, Pause, Stop, or Reset Conditions – pick the appropriate condition.

5. To configure comment-based settings, you need to define the specific condition you want to apply (e.g., which trigger should activate the SLA). Below are the configurations you can enable using the "Comments" field:

• For Customer - Considers only public comments (replies to the customer) made by any Jira user. It is used to track interactions with the customer.

• From Customer - Considers comments from Reporters or Request Participants. It starts or stops SLA when a customer leaves feedback or adds information.

• From Reporter - Considers only comments from the Reporter, i.e., the person who created the issue.

• From Specific User - Allows selecting a specific user whose comments will impact the SLA. For example, if SLA depends only on the responses of a particular engineer.

• From Assignee - Considers comments made by the Assignee (the person responsible for the issue). For instance, SLA can stop when the Assignee leaves a public or internal comment.

Also, you can make ticket tracking more customized and tailored to your needs. If you want to Start, Pause or Stop SLA when at least one of the conditions is met, use the feature “OR Condition”. If “AND” is selected, all conditions must be met.

At any time, you can edit each condition’s settings. Just click the condition you want to change and save it.
You can create and add custom fields (standard and dynamic) in your Jira settings if you need other conditions that are not available in the default system fields.
Read more about the following SLA configuration points:

• Calendars

• SLA Reset

• Multi-Cycle Option

• SLA Goals Setting