Create Your SLA

Server Cloud

This page is about Time to SLA for Jira Cloud. Using Jira Server? Then please click on the "Server" button above.

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.
  • Select SLA pause statuses
  • Set SLA reset fields.
  • Select different calculation methods.
  • Narrow down the scope of an SLA by using JQL functions.
  • Set the SLA Target Date custom field.

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


Go to SLA configuration

  1. Log into your Jira Cloud account.
  2. Click on Apps in the header menu to see the Time to SLA app.
  3. Go to SLA Configurations.

To define an SLA

  1. Click Add new SLA Definition.

  2. The SLA configuration pop-up screen will appear.

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

  3. Create a Name for the SLA.
  4. Select the Priority of issues.

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

  5. Select when the SLA will start.

    Select the Status option if the SLA needs to start when an issue moves to one of the chosen statuses.
    Select the Date field option if the SLA needs to start when a date field is set.
    Select the Comment option if the SLA needs to start when a comment is made by a user that belongs to certain groups or projects roles.


  6. Select when the SLA will end.

    Select the Status option if the SLA needs to end when an issue moves to one of the chosen statuses.
    Select the Date field option if the SLA needs to end when a date field is set.
    Select the Comment option if the SLA needs to end when a comment is made by a user that belongs to certain groups or projects roles.

  7. Enter the paused status(es).
  8. Select field(s) that can reset the SLA.
  9. Enter the SLA Goal.

    Use "d" to specify days, "h" for hours and "m" for minutes e.g. 2d 4h 30m.

  10. Select a calendar.
  11. Select the SLA calculation method.

    Only First Cycle counts the duration between the first SLA start and the first SLA end.

    Only Last Cycle counts the duration between the last SLA start and the last SLA end.

    Largest Span counts the largest interval between origin and end statuses.

    Tick Reset if finished box under Reset drop down menu if you want SLAs with only first cycle calculation method to reset when a field that resets the SLA changes. Left unchecked, SLAs with first cycle calculation method will not reset if they are met.

  12. Enter a JQL if necessary.

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


  13. Tick the Display Linked Issues box and select a link type if you want to see SLAs of linked issues as a separate SLA Panel in issues.
  14. Adjust the critical zone Slider to determine when the color of an SLA will change according to the time remaining on the SLA Goal.

    When the critical zone percentage of the SLA duration is passed, SLA panel will change color to indicate that the SLA is close to breach.


  15. Click Save.
  16. You should now see the SLA on the list.

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

    (info) You will see the PAUSE icon in the list if you entered some PAUSE statuses.

    (info) You will see the  icon in the list if you entered some SLA notifiers.

You can search your SLAs using the search box in the SLA configuration menu.