SLA goals

Each SLA has contracts regarding the agreed-upon aspects of the service to be provided. Each contract includes a set of goals to determine whether the SLA has been met or not. Each goal can be a specific timeframe (days, hours, minutes) or a fixed deadline, such as a due date or custom field in Jira issues. They are tracked according to your working hours.

This guide explains how to configure and use different SLA goal types.

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1. Order

The goals are executed from top to bottom. To rearrange them, click the up and down buttons.

2. Issues (JQL)

You can use JQL functions to limit the scope of your goal.

3. Priority

Set the priority of your goal here.

4. Goal types

There are five goal target types you can choose from.

Negotiation date

The Negotiation Date is the date that the SLA timer counts down to.

• How does it work? An SLA ends on the issue's exact resolved date, and the SLA goal is the issue's due date that a user sets in SLA configurations. When the issue is resolved, TTS checks whether the due date has passed or not to determine if the SLA has been breached or violated. If you select the Negotiation Date as the SLA Goal, TTS will compare the SLA's actual end date and the date given in the field chosen as the Negotiation date.

• When you set the SLA goal as a Negotiation date, the SLA will continue to count even when it’s paused. This means that even if the SLA pause condition is met, the target date won’t change.

Dynamic duration

Dynamic duration is a Jira custom field. When you enter a time string here, Time to SLA will set the SLA duration as the input entered in this field. This allows users to enter different SLA goals for each issue.

• To set an SLA goal as a Dynamic duration, you need to create a custom field that will store the SLA duration beforehand. If you don’t know how, refer to this page.

• This custom field will appear only in the screens you select while creating the custom field, regardless of whether you designate the SLA goal as Dynamic duration or not.

• Then, you can set the SLA Goal as a dynamic duration.

Duration

Use this if the SLA has a fixed timeframe. Just type a duration (for example, 2d 5h), which will be your SLA’s goal.

• When the letter d is used in the duration, it is interpreted as a calendar day, which could be 8 hours, for example.

• The deadline is calculated as Deadline Date = SLA Start date + SLA goal + SLA’s pause duration.

Next business day

Next business day refers to the next working day according to the company's regular business hours.

• For example, let’s say a company operates from Monday to Friday, from 8 AM to 6 PM. For an SLA that started counting at 9 AM, selecting this will give you time to work on the issue until 6 PM.

• If a customer creates a ticket outside of the company's working hours, such as at 8 PM on a Friday, the SLA will start counting from 9 AM on the following Monday and end at 6 PM on that same Monday.

• You can pick as many business days as you'd like and not worry about break times, as the calculation will be done accordingly.

No target

Use this option if you don’t have a target date. You can use this if you only want to see the elapsed duration in the SLA panel or see how long you worked on the issue. When you pick No target, the SLA panel will look like this:

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5. Calendar

Pick the calendar that you want to associate with the goal. You can create as many calendars as you’d like. To learn how, refer to this documentation.

6. Delete

Click to delete your goal. This action is irreversible.

7. All remaining issues

You can add different goals for different cases. This does not have to be done manually. You can enter as many goals as you want and select All remaining issues for the rest of them according to the SLA scope. If you disable this, the ones you manually enter will be your only goals.

8. Add new SLA goal

Click to add as many goals as you want.