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Creating SLAs

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Time to SLA allows you to create and track an unlimited number of SLAs, helping you keep promises and improve customer satisfaction.

 With Time to SLA, you can:

  • Start/end your SLAs by issue status, date fields, comments, and more

  • Differentiate SLAs based on priority

  • Set SLA Goals as a duration

  • Pause SLAs when

  • 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

SLA Configurations Overview

On this page, you can add new SLA definitions, view and edit existing SLAs, manage all notifiers, clone, and delete SLAs.

  1. SLA Configurations – Click to access all of your SLAs.

  2. ID – Displays the ID number of your SLA.

  3. Projects – Displays the project name of your SLA.

  4. Name – Displays the name of your SLA.

  5. JQL – Displays the JQLs used.

  6. Add New SLA Definition – Click to add a new SLA.

  7. (blue star) icon – Allows you to see the details of your calendar.

  8. (blue star) icon – Click to edit your SLA.

  9. (blue star) icon – Click to manage the notifications for your SLA.

  10. (blue star) icon – Enables you to clone an SLA.

  11. (blue star) icon – You can delete an SLA by clicking this. This process is irreversible.

  12. Columns – Add or delete columns (Reset, Goals, Pause on, etc.), and change their order by dragging and dropping them on the table.

🚀 Next Steps

After learning how to navigate the SLA Configurations page, it's now time to create an SLA. Let’s get started!

How to Create an SLA

FAQ: SLAs

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