How can I create custom SLAs for different issue types?

Question

Hello,

I'm new to Jira and was looking for help on setting up SLAs for different issue types.

I want to set up SLAs for the Tech Team with Service Request, Incident and Service Request with Approval issue types and a SLA for our content authoring team with Problem issue type.

I have already set up for the tech team but when I create the new ones for the Content team the time to first response and time to resolution display for both SLAs. This is confusing to the team and messes up our analysis.

e.g For Tech an issue with High priority should be responded within 20 minutes and solved within 1 hour while for the content team an issue with High priority should be responded within 30 minutes and solved within 2 hour.

Is it possible to exclude the others SLAs whenever a Problem issue type is raised.

Thank in advance.

Gökçe Gürsel {Appfire} · Answer

Hi @Brian Gitonga ,

For easy to use SLA tracking Time to SLA will do nicely.

For you use case, please find below a step by step setup guide:

"For Tech an issue with High priority should be responded within 20 minutes and solved within 1 hour"

* Create your calendar
* Setup an SLA with the following parameters:

Priority: High

SLA Start: Date- Jira field - Created

SLA End: Status or In Progress (you can customize this accordingly)

SLA Goal: 20m

JQL: issuetype in ("Service Request", "Incident", "Service Request with Approval")

For your Time to Resolution for Tech team, Just clone this SLA, change the SLA End: Date Field: Resolved or Status: Done (You can adjust this accordingly) and SLA Goal: 1h.

for the content team an issue with High priority should be responded within 30 minutes and solved within 2 hour.

For this requirement you can clone the first SLA (Tech - High Priority), just change your SLA Goal to 30m and 2h for Content - First Response SLA and Content - Resolution SLA respectively and change your JQL to issuetype = Problem

and that's it!

Your last requirement: "Is it possible to exclude the others SLAs whenever a Problem issue type is raised." You can achieve this by adding issuetype != Problem if you have any other SLAs that Tech and Content team SLAs.

Please let me know if you need further assistance. I'd be happy to help.

Regards,

Gökçe

Zoryana Bohutska _SaaSJet_ · Answer

Hi @Brian Gitonga

You can consider solution from Atlassian Marketplace like SLA Time and Report.

It lets you resolve this case by creating 2 SLA time configs.

For the first case, you can use such SLA conditions as st the screenshot №1

Then save and copy this Config for the next case. But in the second case, you will need to turn on Multi-cycle option and to change the time limit.

So you will have 2 Configs and will track the information you are asking.

Hope it helps

Regards