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TIME TO SLA FOR JIRA

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 * Intro to Time to SLA for Jira
 * •
   Quickstart Guide
 * Create Calendars
 * Defining SLAs
   * •
     How to Define an SLA
   * Setting SLA Conditions
   * Creating SLA Goals
   * •
     Select a Calculation Method
   * •
     Using Asynchronous Update
   * •
     FAQ: SLAs
 * •
   Configure your SLAs
 * Create SLA Notifications
 * Tracking SLAs
 * SLA Issue Actions
 * Adding Gadgets
 * SLA Recalculation Overview
 * SLA Reports
 * SLA Search
 * Settings
 * Using Import/Export
 * •
   Managing the Customer Portal
 * •
   Setting Permissions
 * •
   REST Services
 * •
   Integrity Checker
 * Knowledge Base
 * •
   Release History


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Time to SLA for JiraDefining SLAsHow to Define an SLA
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HOW TO DEFINE AN SLA

 * 

Owned by Derya Özdemir

Last updated: Oct 25, 2023
4 min read

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This page is about Time to SLA for Jira On-Prem. Using Jira Cloud? Click the
Cloud button above.


THIS PAGE CONTAINS STEP-BY-STEP INSTRUCTIONS ON HOW TO DEFINE AN SLA ON TIME TO
SLA FOR JIRA.

 1. Log in to your Jira account.

 2. In the header menu, click Time to SLA > SLAs.
    
    

 3. Click Add New SLA Definition and the SLA configuration screen will appear.

--------------------------------------------------------------------------------

In our example, we’ll set up an SLA for First response time. Follow the example
through the screenshots below, and jump between different steps with one click
thanks to the help of the handy list below:

 1. :ttsclock: icon

 2. Enable SLA

 3. SLA Scope

 4. Conditions

 5. Goals

 6. Calculation Method

 7. Critical Zone

 8. Asynchronous Update

--------------------------------------------------------------------------------

In our example, we’ll set up an SLA for First Response Time. Follow the example
through the screenshots below:

1. :ttsclock: icon – Here, create a name for your SLA.



2. Enable SLA – Enable or disable your SLA. When this toggle is disabled, all
SLA calculations will be stopped. The SLA will not appear in fields, reports,
and other configurations. Enabling it will do the opposite.

Why would you disable an SLA?

When you disable an SLA, it is taken off your list of issues without deleting
its settings, which could be useful in many situations.

For example: You could want to hide some SLAs that are irrelevant to your
workflow but might be needed in the future. As a result, you wouldn’t want to
lose the configurations. In this case, disabling those SLAs could do the trick.

3. SLA Scope – This section allows you to define the Projects, Issues (JQL), and
Workflows that an SLA will be applied to. Use these to limit your issues.



We recommend you fill out at least 1 of these fields. It is not necessary to
fill out all of them.

4. Conditions – Set your SLA conditions here. There are 4 conditions: START,
END, RESET, and PAUSE ON. START and END are mandatory, while RESET and PAUSE ON
are not. Which of these to use depends on your use case.

See below for what a First Response Time SLA’s conditions may look like:



You can add more than one condition. Keep in mind that there is an OR function
between conditions, which means when any of the conditions are met, the SLA will
start.

Learn more about SLA Conditions here.

5. Goals – Set your SLA goals. Goal selection is a two-step process: first the
goal type and then the goal itself. There is always one goal by default, but
this can be disabled.



You can add an unlimited number of goals by using the Add new SLA goal button.
All goals, except for the default goal, have to include a JQL or a priority.

These are the goal types:

 * Negotiation date

 * Dynamic duration

 * Duration

 * Next business day

 * No target

To learn more about them, check out the SLA Goals page.

6. Calculation Method – This is the calculation method for the elapsed duration.
Your options are All Cycles, First Cycle, Largest Span, and Last Cycle.



For example, if the SLA starts with an Open status and ends with a Resolved
status, the All Cycles method will add up all the cycles between Open and
Resolved statuses.

Click here to learn more about Calculation Methods.

7. The Critical Zone – This is a parameter that you can set to signal when an
SLA has reached what you would describe as a critical status. When an SLA enters
this zone, the SLA panel’s color will change from blue to orange. Learn more
about the SLA Panel here.



9. Asynchronous Update – If you prefer, enable this to execute SLA updates
asynchronously after issue events. Keep in mind that your SLA will be processed
with a small delay.



Click here to learn more about asynchronous update.

11. Click Save. You've just created your first SLA!


NEXT STEPS

On this page, we learned how you can set up an SLA. In the following steps, we
will discuss how conditions and goals work in detail. Before we continue, we
recommend you try creating two SLAs for your own use:

 * Time to resolution

 * First response time

If you ever encounter any problems while creating them, check out FAQ: SLAs – we
may have already listed the answers to some of your questions!

Now, let's take a look at how SLA Conditions work.

SLA Conditions Overview

SLA Goals Overview

 







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