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How to setup a multiple SLA indicator of custom fields

How to setup a multiple SLA indicator of custom fields

Owned by Farah Othman
Last updated: Mar 06, 2024

This article explains how to set up a multiple SLA indicator of custom fields.

Use case

  1. There are two different SLAs from Team A and Team B.

  2. While generating a report from JIRA, the SLA of Team A will affect the SLA of Team B.

  3. Request to get the report separated from both teams.

Steps to create different SLA indicators of custom fields

  1. Go to the Time to SLA > SLA Fields and create 2 SLA-Indicator custom field

2. Choose one of them and click cog icon > Configure

3. Click on “Edit including SLAs”.

4. Choose one of the SLAs (for example, “EB Billing Team) that you want to show indicator value on this field.

5. Complete the same steps for the second custom field using the second SLA (EB HUB Team)

These steps will help to separate the indicator value based on SLA. (For example, in this case, it is two custom fields)

If you have multiple SLAs on your issues and one of them is exceeded, we show the value of this field as “EXCEEDED“.

If you have multiple SLAs on your issues and one of them is met, and you don’t have exceeded SLA on this issue, we show the value of this field as “MET“.

If you have multiple SLAs on your issues and none of them is met or exceeded, we show the value of this field as “PROGRESS“.

This page is for the Data Center environment.