Creating 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. One of these goals might be the time frame, for example, which is the maximum amount of time for a task to be completed as stated in the SLA.

With Time to SLA, you can set numerous goals on issues and arrange them as you please.

SLA Goals Overview

On this page, you will learn how to use different goal types to take your workflow to the next level. Let’s explore the page components first:

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1. Order – You can drag and drop goals in order of importance. An issue is tracked against the first goal criteria it matches on the list, and these goals are executed from top to bottom.

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 – You have 5 options:

   1. Negotiation Date: You can use this one if the SLA’s time frame is dependent on the date of a specific issue.

   2. Dynamic Duration: This is useful if the SLA’s time frame changes per issue.

   3. Duration: Use this if the SLA has a fixed time frame. Just type a duration (e.g., 2d 5h) and this will be your SLA’s goal. Keep in mind that 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 = SLA Start + SLA Goal + Pause Duration.

   4. Next Business Day: Let's say you work from 8 am to 6 pm. Selecting this will give you time until 6 pm. You can pick as many business days as you'd like.

   5. No Target: This means 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.

6. Delete – Click to delete your goal.

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.

Next Steps

We just gave you a quick look into SLA Goals. Next, you’ll learn how to set different types of SLA goals.