SLA set for different Clients and different response/ resolution time.

[Malek]

Dear Community members.

I have different SLAs with different Goals (response and resolution times) that i need to configure them on Jira Service Management tool. 

Is this doable? I have noticed that once I create a new SLA with a new Calander then add the conditions of the timer (start, pause stop) the upper conditions (response and resolution time) always take the previous parameters. If I change these parameters will automatically impact on the other SLAs? 

Please advise. 

Regards,

Mal 

[Joseph Chung Yin · Accepted solution]

@Malek -

Welcome to the community.  SLA configurations in your JSM project (note - each project can have different SLA setups as SLA setup can be unique based on each individual project) are based on the JQL association.  So, you will need to ensure the appropriate JQL targeting the issues are setup correctly (the JQL will target the issues accordingly).

Each SLA should be distinct from each other.

Hope this helps

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Malek]

Hello @Joseph Chung Yin many thanks for the respond, that helped me in adding my Targets Goal. 

However, at some point I started getting the following error:

"Creation of object(s) will cause limit max_sla_goals_per_sd (30) to be breached. Please contact support to increase this limit."!

Would you advise on that please? 

Many thanks 

Mal

[Joseph Chung Yin]

@Malek -

For this error, you will need to contact Atlassian Support (https://support.atlassian.com) for assistance.

Best, Joseph

[Malek]

@Joseph Chung Yin  Thanks 

Best Regards 

Mal 

[Kateryna_v_SaaSJet_]

Hi @Malek 

Other users have already asked about the limit of 30 SLAs. Please read about it here.

The 30 SLA limit is most likely a limitation of the Jira Standard plan, so if you want more, you should either upgrade to Cloud, which is costly or install a third-party add-on without such limitations, which is much cheaper.

For this case, I suggest the SLA Time and Report add-on, which has no restrictions on the number of SLAs and automation. There you can configure various SLA configurations with your different calendars, conditions and automatic actions. For example, you can configure the sending of unique notifications in case of SLA is exceeded.

Try a 30-day trial to find out how useful it is. The app is developed by my team, so if you need any clarification, I will be happy to help.