How to design an SLA in Jira to support our on going response SLA

We have an "On Going Response" SLA which means that we need to update the customer every hour for example.

So if we respond every hour or less then we are compliant.

But everytime we respond beyond 1 hour then we are breached.

The timer restarts everytime we respond.

We've used many conditions and rules but cannot seem to make the SLA measurement in Jira work.

Any ideas how we do this?


3 answers

This widget could not be displayed.
Jack Brickey Community Champion Aug 07, 2017

@Gio Bacareza, it seems you are wanting to reset the SLA? This isn't currently available. Here is another community thread on this topic.

This widget could not be displayed.

From Jira documentation it says this:

"In an SLA that guarantees a fast response time from your team, time starts when the issue status is Waiting for Support and stops when the status is Waiting for Customer. Each time the issue meets the start condition, a new cycle of the SLA will begin."

This is exactly the SLA I am looking for.

But setting these conditions as stated above did not work:

Start = Waiting for Support

Stop = Waiting for Customer


How can I set this SLA?

This widget could not be displayed.
Susan Hauth Community Champion Aug 08, 2017

Hi Gio,

The question @Jack Brickeyrefers to I put a lengthy reply in there on how to make that work.  The SLA won't start and stop on the same step/action.  You may need to put an interim step in there.  Automation can help out with that. 


Thanks we'll try Intenso

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity! more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

10,378 views 9 28
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you