Jira SLAs - can I add multiple "Time to resolution" SLAs?

Jacques B

We are using Jira Service Management and want to setup some SLAs.

When I go to Project Settings > SLAs I seem to have option in creating the following SLA types:

• Time to resolution
• Time to first response

 

In Time to resolution I understand that I can setup a SLA between any status transitions.

 

Question 1

Is it possible to track the time between two different status transitions?

For example, if my Workflow is Open > A > B > C > Closed, can I specify SLAs for:

A > B as well as for C > Closed ?

 

Question 2

Is it possible to create a Time to resolution SAL in my sub-tasks?

Alex Koxaras -Relational-

HI @Jacques B 

Starting from question 2, yes it's possible. Just add a goal for issuetype = subtask (or whatever subtask issue types you have created). This should trigger the SLA to appear to the subtask issue types.

Concerning question 1: TO be fairly honest, SLAs are not meant to count duration in statuses, however keeping in mind that SLA is just a counter you could:

• Create a new SLA and set a huge target goal
• The above sla will start once the issue enters status A
• And it will stop when entering status B

This will give you the time you want, but most likely if you want the actual time it took (and not the time remaining) you should tweak the above values with Jira automation and smart values (or within your workflow automation).

An alternative would be to get an app from the marketplace which does the exact above this but easier