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Hello there,

I´d like to ask you about SLA settings for a Project. The point is that it is not just about Priority but also Urgency and Impact. I´m usually setting Priority from Project settings ->SLA -> Time to Resolution.

But not sure if I need to add Impact and Urgency from the Issue type workflow somehow.

I'll appreciate any detailed information ( step by step ) you can provide me with.

SLA settings.PNG


Thank you in advance,




2 answers

My pleasure. Can you accept my answer if it solved your issue?

Yes, It helped a lot

0 votes

Hi @hristo.iliev ,

If you want to add different SLA goals based on Severity and Urgency fields, just navigate to Project Settings >SLAs and select the SLA you want to edit. Click the ... at the right top corner and click Edit.

Screen Shot 2021-04-06 at 17.59.30.png

Then just navigate to Goals section, click + sign and add your Severity and Urgency conditions in the JQL part like this:

Screen Shot 2021-04-06 at 18.00.10.png

Then click Save. It's basically the same process as priority. 



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