How to add multiple SLA goals?

[Dietra Winkfield]

I am new to using SLAs in Jira Service Management. I currently have a goal in my project based on the status "waiting for support" and the priority level. I also want to have a goal for tickets pertaining to audits, which can take longer to process than other tickets we receive.

How should I add a goal that will give more time to process audits?

[Vitaly_Berezovsky_SaaSJet]

Hi @Dietra Winkfield 

To add a goal that gives more time to process audits in Jira Service Management, follow these steps:

1. Access SLA settings:

   • Go to the project.
   • Select "SLAs" under Project Settings.

2. Create a new SLA goal:

   • Click "Add SLA."
   • Name it, e.g., "Extended Audit Processing Time."
   • Set a longer goal, e.g., ten business days.

3. Define SLA conditions:

   • JQL: issuetype = Audit
   • Start: "Awaiting assistance" status.
   • Stop: "Resolved" status.

4. Save the SLA:

   • Ensure this new goal is ranked higher than other SLA goals for audits.
   • Click "Save."

For more detailed guidance, you can refer to the Atlassian Support Documentation and their SLA configuration guide which provide step-by-step instructions and examples.

For an enhanced and user-friendly setup, consider using the SLA Time and Report for Jira add-on by SaaSJet. This add-on simplifies the configuration process and offers additional features like automated actions and visual indicators.

You can use the priorities for the goals in the SLA for this purpose. Changing the priority in the ticket will automatically start the corresponding goal countdown in the SLA. I think this is the easiest solution to your problem.

Add-on developed by my SaaSJet team. 

We are offering you a 30-day free trial, and you can also book a demo with our specialist. Don't hesitate to give it a try!

[bduncan]

You can define the SLA at the request type level, so you could have one for:

• Audits in wating for support at priority X
• Other request types in waiting for support at priority X

Using a combination of request type, priority and status (any issue attributes) you can land the SLA at the level you want.

[Carla Ann Rowland]

Edit the sla waiting for support with new filter criteria-- audit priority x and label or component audit to distinguish it from other issues with same priority.