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Can SLA be tied to a service category rather than to an Issue type in Jira?

2 answers

1 accepted

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Answer accepted
Jack Community Leader Feb 18, 2021

Service category? Please explain.

I have a list of services that I am providing, each service has specific SLAs.  I would want to be able to link SLAs to the specific services rather than link SLAs to issue types

Jack Community Leader Feb 18, 2021

How are these services manifested within JSM? SLAs are associated with issues in JSM so if these services can be associated to issues then yes, if not then no.

The services are associated with issue types, however with the JSM instance I am using, there are SLAs already there tied to issue types for a different team in the same department.

I want to add different SLAs for another team in the same department providing different services.  These services have different SLAs but same issue types with the existing team.  Is this possible?

Jack Community Leader Feb 18, 2021

Ok so maybe your “services” are “Request Types” in the project? If that is the case then you can certainly define your SLA goals by RT using the JQL in the goals - how-is-jql-used-to-create-sla-goals 


4h - “customer request type” in (service1, service3)

2h - “customer request type” in (service2, service5)

Like Esther Amunga likes this

Thank you Jack, I shall try this and let you know how it goes.

Hi @Esther Amunga 

You can also consider an alternative solution SLA Time and Report (created by my team). It lets you set SLA conditions using any issue field, including issue type or other custom fields (like a service category). This app also allows set SLA for Jira Core, Jira Software issues.


I hope it helps.

This is good, very simple to implement but I have no budget for this.

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