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Want to tie SLA response to Severity, not Priority

Jill Tunick

Our Jira Service Management SLA response times are currently tied to Priority, and I would like to tie them to Severity instead. Is it possible to edit an existing SLA to make that change, or must I create a new SLA and put it in place of the old SLA? When I click Edit on our SLAs, it isn't possible to change priority to severity; that field is not active.

Editing options for existing SLAs.png

If it is possible to edit an existing SLA to tie it to Severity instead of Priority, can you tell me how I can make that change? I am a new Jira Admin and am a newbie re doing configurations and making configuration changes.

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Tuncay Senturk _Snapbytes_

Hi @Jill Tunick

You don't need to delete the entire SLA and create a new SLA from scratch.

You just need to click Edit on the existing SLA. Then click into the JQL condition field (which is highlighted red in your screenshot) and delete priority = 1 and type

severity = 1

or whatever your severity levels are. e.g. severity = High

do the same for the other goal rows, and save your changes.

Thorsten Letschert _Decadis AG_

Hey @Jill Tunick ,

Since the highlighted box represents a JQL query, you should be able to use your severity field there (if it's available on your site). Have you tried deleting the query and restarting it from scratch?

All matching issues for that SLA should be recalculated when updating an SLA.

Regards,
Thorsten

Jill Tunick

Thank you for that information, Thorsten. I appreciate it.

Jill Tunick

Thank you so much for your reply @Tuncay Senturk _Snapbytes_ . I had thought the JQL condition field was static, but now I see that I can change it.

Jill Tunick

I have another question. If I change "priority" to "severity" in the first red box and click Save, will Jira automatically change "All matching priorities" to "All matching severities" in the second red box?

Question about All matching priorites.png

Thorsten Letschert _Decadis AG_

You're welcome @Jill Tunick . If that answer solved your request, please mark it as correct. Thanks!

Jill Tunick

I was not able to make the changes, but I appreciate the information you provided, @Thorsten Letschert _Decadis AG_.

Alina Kurinna _SaaSJet_

Hi @Jill Tunick !

If you're open to using Atlassian Marketplace add-ons, I recommend trying SLA Time and Report for Jira, which my team developed. This add-on can make it easier to configure SLAs based on a custom field like severity and effectively track and monitor the results with precision.

I’m attaching an article on community (written by me) on how to configure SLAs based on severity, which provides a detailed step-by-step guide to help you set it up.

Let me know if you have any additional questions! 😊

Regards!

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