Defining SLAs

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

Time to SLA allows you to define and track an unlimited number of SLAs, helping you keep promises and improve customer satisfaction.

  • 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, edit, clone, and delete existing SLAs, as well as manage all notifiers.

  1. SLAs – Click to access all of your SLAs.

  2. Columns – Add or remove columns (Reset, Goals, Pause on, etc.) to the SLA Configurations page. You can change their order by dragging and dropping them on the table.

  3. Hide disabled SLAs – Check this box to hide disabled SLAs from view.

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

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

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

icon – Click to change the display order of your SLAs. This icon is present in 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.

icon – You can search and filter each column's content by entering a related value. Check out an example below:

For example, you can select to view only the SLAs from a specific project.

  1. Projects – Displays the project name of your SLA.

  2. Name – Displays the name of your SLA.

  3. Start, End, Goals, and more – These columns are not automatically created by Time to SLA. You can add these and more from the Columns menu.

  4. Eye icon – Click to view more details about your SLA.

  5. Pencil icon – Click to edit the SLA. You can update any field within an SLA if something is incorrect or if some of the statements change.

After editing, remember that you should recalculate SLA data for the issues to see the effect on existing SLA data. Click here to find out how to recalculate SLA data.

  1. Bell icon – Click to set up notifications and manage the notifications for your SLA.

  2. Duplicate icon – Enables you to clone an SLA.

  3. Trash icon – You can delete an SLA by clicking this. This process is irreversible.

Next Steps

After learning how to navigate the SLA Configurations page, it's now time to define an SLA. Let’s get started!