Problem Definition

Currently, the SLA (Service Level Agreement) is available in Service Desk Projects.

JIRA Service Desk provides powerful built-in Service Level Agreement (or SLA) management so you can track your team's progress against agreements you've set for customers. An SLA is made up of two settings:

• A time metric, which lets you define how time will be measured for this SLA; and,
• A goal for selected issues, which lets you define a target for the time metric. Different sets of issues can have different goals.

Suggested Solution

Make SLA's visible in Software projects for JSW ticket related to a JSD ticket

Why this is important

Customer's comment:

3. One of the important part is SLA tracking but in JSW
there is no SLA tracking. From customer's point of view, it hardly matters if
support is working on it or development. All they want is a solution in the
promised SLA. But if dev team does not have a view on SLA, then how will they
provide the solution in time. Hence in JSW as well, there should be a way to do
the SLA monitoring. SLA values should come from JSD only. So it is a kind of
view available in JSW from JSD, so that both support and dev can work as one
team to provide support to the customer with a common SLA.