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Within Time to SLA, you can:

  • Differentiate SLAs based on priority.
  • Start/end your SLAs by issue status, date fields or comments.
  • Set SLA Goals as a duration, date field or dynamic duration.
  • Narrow down the scope of an SLA by using JQL functions.
  • Select one of the calculation methods.

On this page, you will learn how to define an SLA.

Go to SLA configuration

1. Login into your Jira account.

2. Click on Time to SLA in the header menu to see the TTS menu.

3. Go to SLA Configuration.



To define an SLA

1. Select Jira Workflow.

2. Click Add New SLA Definition.


3. The SLA Definition pop-up screen will appear. 

Make sure that the toggle button is ACTIVE, otherwise SLA data will not be calculated for the SLA unless it is re-activated.

4. Create a Name for the SLA.

5. Select the Priority of the issue.

You can define different SLAs according to priority for the same set of issues.

6. Select when the SLA will start.

  • Select Status if the SLA needs to start when an issue moves to one of the chosen statuses.
  • Select Date Field if the SLA needs to start when a specified date for an issue is reached.
  • Select Comment if the SLA needs to start when one of the chosen users comments on an issue.

7. Select when the SLA will end.

  • Select Status if the SLA needs to end when an issue moves to one of the chosen statuses.
  • Select Date Field if the SLA needs to end on a specified date provided in the chosen date field.
  • Select Comment if the SLA needs to end when one of the chosen users comments on an issue.

8. Select SLA Goal.

  • Select Duration if the SLA Goal is fixed to a set time value for all issues.
  • Select Negotiation Date if the SLA Goal is a specific date provided in the chosen date field for an issue.
  • Select Dynamic Duration if the SLA Goal is bespoke to an issue.

9. Select a Calendar.

10. Select a Calculation Method.

  • Select All Cycles if the SLA needs to count all cycles between the origin and end statuses.
  • Select First Cycle if the SLA needs to count only the first cycle between the origin and end statuses.
  • Select Last Cycle if the SLA only needs to count the last cycle between the origin and end statuses.
  • Select Largest Span if the SLA needs to count the largest interval between the origin and end statuses.

11. Enter JQL Functions if necessary.

You can add JQL conditions to filter issues that the SLA includes.

12. Tick the Asynchronous Update box if necessary.

We recommend only ticking this box if any field within the SLA's JQL condition might be updated during the workflow transitions. If you enable this option, then Time to SLA will make calculations after issue events occur. You might expect better issue load times but there will be a delay of about one minute before seeing the changes on SLAs.


13. Adjust the Slider to determine when the color of an SLA will change according to the time remaining on the SLA Goal.

14. Click Save.

15. You should now be able to see the SLA on the list. 

(info) You will see the JQL icon in the list if you entered some JQL functions.

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