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How To Create Custom SLA's for Different sla requests.

Varun Purohit

Hi Everyone,

I am trying to create a costume SLA for different SLA request.

However for all the names query with space are not working, what needs to be write for space

summary ~ "4H OR 4 H OR 4HR OR 4 HR OR 4HRS OR 4 HRS OR 4H+"

Where SLA hr are different for all request, i have done this shown in pic, i don't understated where i am making mistake in this.

Accepted answers

Dave LIAO

@Varun Purohit - can you rephrase what you're looking to do?

Within an SLA, you can set distinct SLA goals. I see you've set up many based on Summary (the issue name).

Usually, SLA goals are based off fields like Component (i.e. different categories), or Priority, or Severity (you'll need to create this field), or a combination of these. Summary is not a typical way to configure goals. Does that help?

I would suggest goals like:

Priority = P3, Goal = 4h
Priority = P2, Goal = 2h

Trevan Householder_Isos-Tech-Consulting_

I agree with @Dave LIAO - using fields like the Summary field (where text can be entered manually) is not a good idea for a number of reasons.

1. You would have to ensure that there were no typos in the text for it to work (or handle every conceivable case in your JQL)

2. It's really difficult to manage the JQL filters in this way

3. You're going to abandon this approach, soon, so the recommendation is to follow the better practice now, so you minimize your wasted time

That said, it's possible to do what you're suggesting (just not a good idea):

Your JQL would need to follow this format:

summary ~ 3H OR summary ~ 3_H OR summary ~ 3HR OR summary ~ 3_HR OR summary ~ 3HRS OR summary ~ 3_HRS OR summary ~ 3h+

Best Practice would be to use fields with set values, as Dave stated.

All comments

Dave LIAO

@Varun Purohit - can you rephrase what you're looking to do?

Within an SLA, you can set distinct SLA goals. I see you've set up many based on Summary (the issue name).

I would suggest goals like:

Priority = P3, Goal = 4h
Priority = P2, Goal = 2h

Trevan Householder_Isos-Tech-Consulting_

I agree with @Dave LIAO - using fields like the Summary field (where text can be entered manually) is not a good idea for a number of reasons.

1. You would have to ensure that there were no typos in the text for it to work (or handle every conceivable case in your JQL)

2. It's really difficult to manage the JQL filters in this way

3. You're going to abandon this approach, soon, so the recommendation is to follow the better practice now, so you minimize your wasted time

That said, it's possible to do what you're suggesting (just not a good idea):

Your JQL would need to follow this format:

summary ~ 3H OR summary ~ 3_H OR summary ~ 3HR OR summary ~ 3_HR OR summary ~ 3HRS OR summary ~ 3_HRS OR summary ~ 3h+

Best Practice would be to use fields with set values, as Dave stated.

Varun Purohit

Hi @Trevan Householder_Isos-Tech-Consulting_ ,

summary ~ 3H OR summary ~ 3_H OR summary ~ 3HR OR summary ~ 3_HR OR summary ~ 3HRS OR summary ~ 3_HRS OR summary ~ 3h+

This one works but however it is still not considering _ as space

Dave LIAO

@Varun Purohit - hey Varun!

Long-term, if you want your customers to pick their own SLA based on a value they submit:

Make a custom field select list (call it "Desired SLA"?). Populate the select list with your desired SLA values: 2 hours, 4 hours, etc.
Change your SLA to have goals like: "Desired SLA" = "2 hours", then Goal 2h

...

Short-term, if Summary is the only field you have access to, then replace the underscore with a space, so that "3_HR" is "3 HR".

As you discovered, Jira sees underscores as underscores, not as spaces.

Hope this helps?

Varun Purohit

Hi @Dave LIAO

From Where i can create different Priority's field, I am not able to find it.

Please help me to create that.

Dave LIAO

@Varun Purohit - can you clarify?

You can customize the Priority field (or confirm its values) by following these instructions: https://confluence.atlassian.com/adminjiracloud/configuring-statuses-resolutions-and-priorities-776636333.html
Now, you can customize separate SLA goals based on criteria you wish, including one or more Priority field values.

Trevan Householder_Isos-Tech-Consulting_

Correct ^^ except just one quote is needed: "3 HR"

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