How to configure SLA using two different criteria using the Time to SLA App

This article explains how to configure a single SLA setup that supports two different reporting methods in Time to SLA for Jira Cloud.

Use case

The customer requires two ways of reporting SLAs from users:

Priority-based SLA
Users report an issue with a defined impact or priority, and the SLA should be calculated based on that priority.
Due date-based SLA
Users provide a due date for their issue or request, and the SLA should count down toward that date.

Solution overview

This can be achieved by configuring separate SLA goals within the same SLA:

use priority-based goals for issues reported with different priorities
use a date-based goal for issues that should be tracked against a due date

Steps to be performed

Configure an SLA by priority

If the customer wants the SLA to vary depending on issue priority, configure separate goals for each priority level.

Go to Time to SLA > SLAs.
Click Add Goal and enter a Goal Name (for example, Project 1 - High Priority).
Under Issue Priority, select the required priority. Multiple priorities can be selected.
Click Save.
Repeat Step 2 for other priorities as needed.

Configure a date-based SLA

A user-defined due date should trigger an SLA that counts down as the date approaches. This means the customer wants to use a target date for the SLA, considering it as the due date field value.

This can be configured using the Negotiation Date goal type in the goal section.

Go to Time to SLA > SLAs.
Click Add Goal and enter a Goal Name (for example, Project 1 - Negotiation Date setup).
Under the Goal Target Type section, choose Date based > Negotiation Date.
A new dialog ‘field’ will appear. Select the field accordingly.
Click Save.