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How to setup additional SLA measures.

Good evening everyone. 


I am currently planning to migrate our current service desk from server to the cloud version if Jira SD. I am looking on setting up our SLAs in slightly different way than how it is currently configured to accomplish a higher SLA met rate. 

Current the SLA is setup to only have an initial response time SLA of 4 hours , ie, from the time a ticket is logged , our team has 4 hours to respond to the client.  

I want to set up an SLA to still have the intial response time of 4 hours however I want to add that while a ticket is "In Progress " , we should have a 4 hour response time each time we respond on that ticket until the ticket is moved into 'waiting for customer " or " resolved. 

Is there a way to accomplish this or similar without adding in additional SLA plug-ins?

Thank you. 

2 answers

0 votes

Hi, @Mohammed Arafat Naidoo 

I would recommend you to try SLA Time and Report for Jira add-on to meet your goals.

To do what you described in your question, you just need to create a new SLA Configuration, choosing the "Time limit based" SLA Goal type.tlb.png

Then select the Start and Stop Conditions (like in the screenshot), multi-cycle option, and time goals:response time.png

Hope that's what you need.

In case you need any help or more detailed information, just let me know. And my SaaSJet team will help you to configure everything you need for the most effective work with SLA Time and Report for Jira add-on.


0 votes
Connor Rising Star Aug 17, 2022

Hi @Mohammed Arafat Naidoo this isn't possible out-of-the-box as the only conditions available to use in an SLA are

  • Start counting time when
  • Pause counting time during
  • Finish counting time when

Here are some related questions/discussions with possible workarounds that you might be able to adapt to your needs.

If you want to see this possibly added in the future go vote for this issue

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