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SLA setup with multiple levels

Derek Kuntz

When our customers submit a support ticket, we have a dropdown with a list of "urgency" levels:
Urgent 1

Urgent 2

Urgent 3

etc...

We want to respond to Urgent level 1 within 30 minutes, Urgent level 2 within 90 minutes, urgent level 3 within 120 minutes.

When I create these Urgent levels goals in the SLA project, I am doing something like:
Time Goal: 30m
Issues to display (in JQL): "Time to resolution" < remaining(30m)

Time Goal: 90m
Issues to display (in JQL): "Time to resolution" < remaining(90m)

Time Goal: 120m
Issues to display (in JQL): "Time to resolution" < remaining(120m)

My question is, how do I tether each of these unique 'Urgent' criteria with their respective dropdown value that was submitted? In addition, we would like to monitor this in a Queue and also keep a record of our response times to send to our customers.

Any guidance would be great!

Accepted answers

Mark Segall

Hi @Derek Kuntz

Issues to display

Is this for the actual goal? If so, you should not be using that as your JQL. Instead, your JQL would be something like this:

Goal	JQL
30m	Urgency = "Urgent 1"
90m	Urgency = "Urgent 2"
120m	Urgency = "Urgent 3"

Now, if you're wanting your queues/reporting to be reflective of their respective urgency, you could go a few routes:

Issue is currently under active SLA
- ```
"Time to resolution" = running()
```

Issue is nearing breach

(Urgency = Urgent 1 AND "Time to resolution" < remaining(15m)) OR (Urgency = Urgent 2 AND "Time to resolution" < remaining(45m)) (Urgency = Urgent 3 AND "Time to resolution" < remaining(60m)) AND "Time to resolution" != Breached()

Issue is breached
- ```
"Time to resolution" = Breached()
```

I hope this helps

All comments

Mark Segall

Hi @Derek Kuntz

Issues to display

Is this for the actual goal? If so, you should not be using that as your JQL. Instead, your JQL would be something like this:

Goal	JQL
30m	Urgency = "Urgent 1"
90m	Urgency = "Urgent 2"
120m	Urgency = "Urgent 3"

Now, if you're wanting your queues/reporting to be reflective of their respective urgency, you could go a few routes:

Issue is currently under active SLA
- ```
"Time to resolution" = running()
```

Issue is nearing breach

(Urgency = Urgent 1 AND "Time to resolution" < remaining(15m)) OR (Urgency = Urgent 2 AND "Time to resolution" < remaining(45m)) (Urgency = Urgent 3 AND "Time to resolution" < remaining(60m)) AND "Time to resolution" != Breached()

Issue is breached
- ```
"Time to resolution" = Breached()
```

I hope this helps

Derek Kuntz

Very helpful!
This clarified several things for me.

It does beg a follow up question.
I'm assuming this JQL displays a constant running countdown to each Urgency level in the queue? Right now I have to refresh the screen to capture how much time is remaining. Where do I insert this JQL?

```
"Time to resolution" = running()
```

Mark Segall

In your queue, you should be able to add a column for Time to resolution which will give a visual indicator of how much time is remaining on the SLA for each issue. The JQL is in the event you wanted to create reports/dashboards.

Kateryna_v_SaaSJet_

Hi @Derek Kuntz

I see your question is resolved, but if you don't mind, I would share an alternative solution with other users using the third-party app from Atlassian Marketplace. Here is an article with a confirmed case of SLA configuration for Team Support — "How to configure SLA Time for the Support team in Jira Cloud".

This is done in the SLA Time and Report add-on (developed by my team) for different priority tasks and, accordingly, different deadlines for the first response and resolution.

Check the article, and you can try to do the same using a 30-day add-on trial.

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