How to display the user who was the assignee when the SLA was breached in Jira Service Management Cloud

Platform Notice: Cloud Only - This article only applies to Atlassian products on the Cloud platform.

Summary

Currently, if a ticket is initially assigned to one person (e.g., L1) who breaches the SLA, and is later reassigned to another person (e.g., L2) who resolves it, there is no functionality to generate a report showing which user was the Assignee when the SLA was breached. The report will always display the current assignee.

We have a feature request asking for this ability:

JSDCLOUD-6256 - Ability to collect Data on User Assigned During SLA met/breached in Jira Service Management Reports

Solution

As an alternative, we can create an automation rule to populate a custom field with the current assignee's name when the SLA is breached. This approach allows us to view and use the field value in filters or dashboards for reporting purposes.

To achieve this scenario, please follow the steps below:

Create a Custom field using the User picker field type by following the steps outlined in the following document:

Create the automation rule:

1. Open the project > Project settings > Automation > Select Create rule
2. In the trigger, select SLA threshold breached > Select the desired SLA > Select breached in the 'Trigger when SLA has' > Next 

3. Select Add an action > Edit issue > In the 'Choose fields to set...', select the newly created custom field to set and use the following smart value:

{{assignee.accountId}}

Please note that you will need to manually enter the smart value since it will not be available in the dropdown menu.

More details about automation rules can be found in the following document:


Last modified on Jan 21, 2025

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