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You can;

  • Differentiate SLAs by priority.
  • Start/End your SLAs by issue statuses, date fields, or by comments.
  • Set SLA Goal 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.

In this page, you can 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. SLA Definition pop-up screen appears. 

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

4. Fill in Name of the SLA.

5. Select the Priority of issues.

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 requires to start when an issue moves to one of the chosen statuses.
  • Select Date Field if the SLA requires to start when a date provided in the chosen date field of an issue is reached.
  • Select Comment if the SLA requires to start when one of the chosen users comments on an issue.

7. Select when the SLA will end.

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

8. Select SLA Goal.

  • Select Duration if the SLA fixes the SLA Goal to some time value for all issues.
  • Select Negotiation Date if the SLA sets the SLA Goal as dates provided in the chosen date field of an issue.
  • Select Dynamic Duration if SLA sets the SLA Goal individually per issue.

9. Select a Calendar.

10. Select a Calculation Method.

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

11. Enter JQL Function if you need.

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

12. Check Asynchronous Update  if you need.

We suggest you check this option only if any field in the SLA's JQL condition may get 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 a delay of about one minute to see the changes on SLAs.


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

14. Click Save.

15. You should see the SLA on the list. 

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

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