How to Set SLA for different Queue

[Shankar]

Dear All,

We’ve set up around six different queues to receive tickets directly, but now we need to configure SLAs for each of these groups. Each queue should have its own SLA. For example, the SLA for the Hardware queue will be different from the SLA for the User Access queue. Could someone please assist with this configuration?

Thank you!

[Alina Kurinna _SaaSJet_]

Hi @Shankar !

If you're open to using Atlassian Marketplace add-ons, I recommend trying our SLA Time and Report for Jira add-on. It simplifies configuring SLAs and provides a range of additional features for advanced SLA management and reporting.

How to configure SLA for different queues:

1. Add a Custom Field in Jira:

   • Go to Jira settings and create a custom field (e.g., a dropdown or label field) with the necessary queue options, such as "Queue 1", "Queue 2", etc.

2. Assign the Custom Field to your project:

   • Add this custom field to the project screen scheme you want to use.
   • Populate the field in your issues with the appropriate queue value.

3. Configure SLA in SLA Time and Report:

   • Open the SLA Configuration section in the SLA Time and Report add-on.
   • In the Start, Pause, or Stop conditions, select your custom field and specify the queue value you want the SLA to apply to (e.g., "Queue 1").

This setup allows you to manage SLAs for different queues seamlessly, ensuring each queue has its own rules.

You can also easily monitor and analyze SLA performance across different queues. Detailed charts and reports allow you to visualize SLA metrics, compare breached vs met SLAs, and identify trends to improve your workflows and service delivery.

With the SLA Panel Grid, you can get instant updates on SLA progress and receive notifications when SLAs are close to breaching or have already breached. This ensures that your team can take proactive actions to meet deadlines and maintain high service quality. Additionally, the grid provides real-time visibility into SLA statuses, helping you prioritize critical tasks effectively.

You can try these and many other features during the 30-day trial to see how well this add-on meets your needs.

And if you have any questions along the way, feel free to reach out — I’ll be happy to help!

[Valerie Knapp]

Hi @Shankar , thanks for your post.

If you are talking about Jira Service Management, instead of Jira Work Management, which is how this post has been labelled, you can set up SLA's to have a JQL component to limit which issues are measured by the different targets. Please see the documentation here - https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sla-goals/ .

If you need help, please share what you have so far and we can advise.

Best wishes

[Shankar]

Sorry it should be Jira Service Management