Set When the SLA Ends

Server Cloud

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

Time to SLA enables you to trigger an SLA to end based on status, date fields or comments. This means that you can end SLAs when an issue changes status, a specified date in a date field is reached or someone comments on an issue.


On this page, you will learn how to:

  • Set the SLA to end when an issue changes status.

  • Set the SLA to end when the specified date in a date field within an issue is reached.

  • Set the SLA to end when someone comments on an issue.

End the SLA when an issue changes status

Go To Add new SLA definition or Configure SLA configuration (accessible through the cog icon in the SLA definition).

  1. Find the label called SLA End.
  2. Select Status.
  3. Click the drop-down menu to see all possible statuses.



  4. Click a status that the SLA requires in order to end.
  5. The status will appear in the box.
  6. Repeat these steps to add more statuses.

In Jira Cloud instances there can be more than one status with the same name and different ids appearing in status drop-down menus due to next-gen projects creating their own workflows. To circumvent this issue, we have consolidated all statuses with the same name in our status menus.

For instance, if a user wants SLA to start with In Progress status, there will be one "In Progress" status in the drop-down menu and selecting it would suffice.



End the SLA when a specified date is reached

Go To Add new SLA definition or Configure SLA configuration (accessible through the cog icon in the SLA definition).

  1. Find the label called SLA End.
  2. Select Date Field.

  3. Click the drop-down menu to see all possible date fields.



  4. Select a Date Field that the SLA requires in order to end.
  5. The selected date field will now appear in the box.
  6. If the selected field is Date only (without time part), then you can define when the SLA will end exactly. Simply add a specific time part for this date field.


  7. Click Save.

    Attention

    The SLA End Date is NOT a deadline. It is the actual date of an issue for the chosen date field. 
    You can only select one date field.

End the SLA when a comment is made

Go To Define an SLA or Update an SLA.

  1. Find the label called SLA End.
  2. Select Comment.
  3. Click the drop-down menu to see user groups and select the user group.
    1. Choose a group if you selected "Group Members".
    2. Choose a project role if you selected "Project Roles".



  4. Click Save.