The SLAs chapter covers how to create and configure service level agreements that are automatically tracked by the application based on projects, goals, working calendars and multiple start, stop, and pause conditions. This functionality ensures your teams meet defined response and resolution targets.
Key features:
Set SLA Goals Define time-based targets (for example, respond within 2 hours, resolve within 24 hours) to ensure consistent service quality with respect to working calendars configured earlier. You can select such goal target types as: duration, business days offset, date, assets-based duration, or you can simply track time spent in each status without setting a time frame.
Configure SLA Triggers Set clear conditions for when the SLA should start, pause, or stop, based on many Jira fields to define multiple start, stop, and pause conditions using logic operators (AND/OR).
Apply SLAs Across Projects Specify which Jira and JSM projects the SLA rule applies to, allowing you to manage SLAs centrally or customize them per team.
Control SLA Visibility Choose whether SLA timers are displayed on the issue view for internal users and/or the customer portal for request participants, promoting transparency and accountability.
Use JQL Apply SLAs only to selected issues within projects to have an exact control over where SLAs apply.
Select a suitable calculating method There are several SLA calculation methods, allowing you to choose how time should be measured. Whether by summing all cycles, capturing only the first, or focusing on the latest cycle.
SLA configuration
Quick tutorial
Text instructions
In the SLAs tab click Add SLA to create a new SLA.
Configure an SLA
Name your SLA, add a description to know what does this SLA refer to and select projects it will be applied to. You can select multiple projects both Jira Software and Jira Service Management.
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