Next-Gen SLAs

This page is all about the brand new Next-Gen SLAs within Time to SLA for Jira Cloud. For legacy features, simply head to the other pages within this documentation portal.

The new era of SLA management is here with an enhanced configuration, improved performance and brand new design.

This page will arm you with everything that you need to know about Next-Gen SLAs, including:

  1. Finding the new Time to SLA configurations page.
  2. Navigating the new SLA configurations page.
  3. Creating and editing SLAs.
  4. SLA notifiers.
    1. Notifiers list.
    2. Notifier modal.
    3. Send an email notifier.
    4. Send Slack notifiers.

Finding The New Time to SLA Configurations Page

  1. Log into your Jira account.
  2. Click on Apps in the header menu to find Time to SLA.
  3. Select the new Getting Started option.

Navigating The New SLA Configurations Page

The SLA configuration page is the beating heart of Time to SLA, so it’s only right that we give you a tour of the new place…

  1. The “Add New SLA Definition” button will take you to the page where you can create a new SLA.
  2. These are your buttons for general SLA actions.
    1. “Edit” takes you to the edit SLA page, where you can edit the configuration of an existing SLA.
    2. “View” opens up the view mode of an SLA. Here, you can see an SLA within view-only mode.
    3. “Delete” will delete an SLA including all related information such as notifiers but, don’t panic, it will ask for confirmation first.
    4. “Notifiers” opens up the notifier page where you can manage all notifiers that are related to this SLA.
  3. Easily flick through your SLAs with these page numbers. The arrows navigate to the first SLA on the first page and the last SLA on the last page. Ten SLAs will be displayed per page.
  4. These handy columns show you everything that you need to know about your SLAs is one quick glance.
  5. The ID is a tag that’s given to each SLA which has multiple uses for identifying an SLA. You could also use this as parameters for JQL search functions.

Please note:

These IDs are generated from the same ID sequence as legacy SLAs.

Creating and Editing SLAs

Take full control of your SLAs with enhanced SLA configurations which now feature:

  • Field value conditions - with Next-Gen SLAs, you can now pause an SLA when the assignee field is empty which is a very powerful tool.
  • Regenerate entire SLAs anytime - even for issues that were created before the SLA was even configured.

  • Multiple start/stop conditions - it’s now possible to combine an unlimited number of status, field, date and comment options.
  • And last, but not least, multiple goals in a single SLA. Gone are the days of creating multiple SLAs with the same start/stop conditions and different durations or priorities. Now you can simply create a single SLA, configure your start/stop conditions once and then create different SLA durations with JQL and/or priorities.

Once you have clicked on the “Add New SLA Definition” or “Edit” buttons within the main SLA configurations page, you will be greeted with the below page. Let’s take a look at what each feature does…

  1. This is the name of your SLA.
  2. When this toggle is disabled, all SLA calculations will be stopped and the SLA will not appear in fields, reports and other configurations. Enabling it will do the opposite.
  3. The SLA Scope allows you to define the projects, issues (JQL), and workflows that an SLA will be applied to.

    Please note:

    It’s important to enter a value within at least one of these fields.

  4. These are your start, stop, reset and pause conditions.
    1. One start and one stop condition is required.
    2. Start, stop and reset conditions are what we call point conditions. They define a point within an issue’s lifetime, such as when the issue was assigned or when the status changed to open for example.
    3. Reset SLA conditions determine the behavior of reset actions on stopped SLAs. There are 3 use cases to keep in mind here: 1) a finished SLA is a closed contract and a reset cannot change that, 2) a finished contract might be reactivated from zero with a reset, and 3) a finished contract might be completely invalidated with a reset (with a new START event, the SLA can start from ZERO even in FIRST cycle SLAs).
    4. Pause is an interval condition, it defines an interval within an issue’s lifetime. For example, assignee is EMPTY and status is OPEN.
    5. When there are multiple pause intervals, all of them will be applied to the SLA. Let’s take “assignee is EMPTY” and “team is EMPTY” for example. Here, the SLA will be paused when the assignee is EMPTY, the team is EMPTY or both of them are EMPTY.
  5. Here, you can set your goals.
    1. By default, there is always one goal but this can be disabled.
    2. You can add an unlimited number of goals through the “Add new SLA goal” button.
    3. All goals, except for the default goal, has to include a JQL or a priority.
    4. Goal selection is a two-step process. First the goal type and then the goal itself.

Goal types:

      1. Negotiation date: select a date field and the SLA will use this value as its deadline.

        Please note:

        If the selected field is a date picker instead of a date-time picker, then an extra “offset” selection will be opened because a time (hour and minute) needs to be part of the deadline.

      2. Dynamic duration: the field type “TTS - Duration Field” is a duration input in the following format “8h30m”. When you create such a field and select it as an SLA goal, then you will be able to select SLA goals individually for each issue by simply filling this field in.

        Please note:

        This field can be created within Time to SLA —> SLA fields —> Add custom field —> TTS Duration Field.

      3. Fixed duration: just type a duration and this will be your SLA’s goal. Simple. The deadline is calculated as Deadline = SLA Start + SLA Goal + Pause Duration.

        Please note:

        When “d” (date) is used in the duration, it will be evaluated as a “calendar day” which could be  8 hours for example.

e. Each goal has to be connected to a calendar. By default, issues should be answered within 1 day (relative to your working hours) but there’s flexibility within this. For example, you might want to answer critical issues quicker.

f. Goals are evaluated from top to bottom, they can be reordered by simply dragging and dropping within this page.

6. This is the Calculation Method for the elapsed duration.

Please note:

A cycle is each interval between a consecutive SLA start and endpoint within an issue’s lifetime. By default, each cycle starts with the earliest start point and earliest end point.

7. The Critical Zone is a parameter that you can set to signal when an SLA has reached what you would describe as critical. Once an SLA enters this zone, it will change color from blue to orange.

8. The Asynchronous Update allows you to execute SLA updates asynchronously after issue events.

SLA Notifiers

Set a notifier for just about anything. An issue is just about to reach a threshold, a certain amount of time before or after a deadline, or even when an SLA is breached. What’s more, is that you have the choice of receiving your notifiers via email, Slack message, or by firing an issue event that allows customers to execute third party scripts from other plugins such as Script Runner. You can reach your notifiers in 3 different ways.

1. Click Notifiers within your SLA list.

2. Click on the Notifiers button in the SLA edit mode.

3. Click on the Notifiers button within the SLA view mode.

Notifiers List

This page shows all of the notifiers that you have set, in one handy list.

  1. The list of notifiers is displayed within a table with columns that shortly summarize each notifier.
  2. The “Add a New SLA Notification” button opens up a notifier modal which allows you to add to your list.
  3. This opens up another notifier modal that allows you to edit an SLA.
  4. This will delete an SLA including all related information such as notifiers but, don’t panic, it will ask for confirmation first.
  5. The “Associate with goals” link allows you to set notifw Next-Gen SLAs iers for specific goals, which is great if you have multiple goals within a single SLA. For example, you might want to send a Slack message 1 hour before an SLA deadline but only for goals that apply to critical and major priority issues.
  6. Each notifier is in a single row.
  7. There’s 10 rows per page and you can easily flick through these with the page numbers and arrows at the bottom of the page.
  8. This button takes you back to the SLA configuration page.

Notifier Modal

Clicking on the “Add a New SLA Notification” and “Edit” buttons within the Notifiers List page will open up the Notifier Modal. Let’s take a look…

  1. This toggle enables/disables a notifier.
  2. Here, you can select when the notifier will be triggered.

    Please note:

    If you choose "Has reached(% of SLA Goal)" option. Please bear in mind, when the slider is set above 100% the notification will be sent after the SLA is breached.

  3. Tick this box if you want the notifier to be repeated after its first occurrence.
  4. Tick this box if you would like the notification date to be calculated within an existing working calendar.
  5. Select what you would like to happen when the notifier is triggered. Each of these options opens up additional settings, please see below.

Send an Email Notifier

1. Select a sender name for the email notifier. The default name is the default sender name within Jira’s email system, whilst custom opens up a text box that allows you to customize the name.

2. Create a subject for your email notifier - template variables are allowed.

3. Create the body of the email notifier - template variables are allowed and the content is in HTML format.

4. Select the relevant recipients for your email notifier

5. Or alternatively, you can send the email notifier to a more specific recipient or group of recipients.

Send Slack Notifiers

  1. Enter a Slack Webhooks URL for the notification.
  2. Create the body of the Slack message.

The Future of SLA Management

We're so excited to embark on this journey with you, to build the future of SLA management together based on your needs and direct feedback. Watch this space for more awesome features!