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Defining SLAs

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

Time to SLA allows you to define 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. SLAs – Click to access all of your SLAs.

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

  3. Name – Displays the name of your SLA.

  4. Project – Displays the project name of your SLA.

  5. Start – Displays the Start conditions of your SLA.

  6. End – Displays the End conditions of your SLA.

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

  8. (blue star) icon – Allows you to see the details of your SLA.

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

  10. (blue star) icon – Click to manage the notifications of your SLA.

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

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

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

  14. Hide disabled SLAs – Check the box to hide disabled SLAs.

Let’s zoom in and take a look at the (blue star) and (blue star) icons present inside some of the columns.

(blue star) icon – Click to change the display order of your SLAs. This icon is present on the ID and Name columns. By default, Time to SLA lists SLAs alphabetically and from first to last. You can change this by sorting SLAs ascending or descending.

(blue star) icon – You can search each column's content by entering a related value. For example, to find a specific SLA by its ID, you could simply go to the ID column, click the (blue star) icon, and enter the ID of the SLA you’re searching for. Check out another filter example below:

🚀 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 Define an SLA

FAQ: SLAs

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