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Each SLA has statements regarding the agreed aspects of service to be provided. Each statement involves a series of goals to determine whether the SLA has been achieved or not. One of these goals might be the time frame for example, i.e. the maximum amount of time for a task to be completed within as stated in the SLA. Time to SLA allows you to set time frame goals on issues. You can also set SLA Goals as:

  1. Duration if the SLA has a fixed time frame.
  2. Negotiation Date if the SLA’s time frame is dependent on the date of a specific issue.
  3. Dynamic Duration if the SLA’s time frame changes per issue.

On this page, you will learn how to:

  • Set the SLA Goal as a Duration.
  • Set the SLA Goal as a Negotiation Date.
  • Set the SLA Goal as a Dynamic Duration.

Set the SLA Goal as a duration

Go To Define an SLA or Update an SLA (see Create an SLA).

  1. Find the label called SLA Goal.



  2. Select Duration.
  3. Enter the duration in the text field.

    The duration MUST be in the Jira time format, i.e. 1d, 4h and 30m.



Set the SLA Goal as a negotiation date

Go To Define an SLA or Update an SLA.

  1. Find the label called SLA Goal.
  2. Select Negotiation Date.
  3. Click the drop-down menu to see all possible date fields and select one.
  4. Enter a time for the selected date if the field/custom field is date only.

    You can only select one date field.
    The Negotiation Date is the date that the timer counts down to. If you select the SLA Goal as the negotiation date, then TTS will compare the SLA's actual end date and the date given in the field chosen as the negotiation date. An SLA ends on the issue's exact resolved date and the SLA Goal is the issue's due date that a user sets in the issue. When the issue is resolved, TTS checks whether the due date has passed or not in order to determine if the SLA is breached.

Set the SLA Goal as a dynamic duration

Go To Define an SLA or Update an SLA.

  1. Find the label called SLA Goal.
  2. Select Dynamic Duration.
  3. Click the drop-down menu to see the TTS - Duration Fields that you have created.
  4. Select one TTS - Duration Field.


    The dynamic duration field WILL ONLY show in screens that you selected while creating the custom field.

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