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📣 [Released for all] Early access Program: Get increased SLA goal capacity in projects



This feature has now been rolled out to all customers.

Hi Atlassian Community,

I’m Manas, Product Manager for SLAs in JSM. We’re excited to announce that in the last few months, we’ve been working on a solution to improve SLAs for customers that require more goals in their projects than what JSM currently allows.

In this new feature, we are increasing the amount of time targets a single goal can handle by allowing you to group priorities under a single JQL clause. We expect this will greatly reduce your dependency on the overall goal limit without requiring any complex changes to your current SLA configuration

What’s in it for you?

  • Effective increase of SLA goal capacity for your JSM cloud projects.
  • An improved way to create, edit and manage your SLA goals.

  • Opportunity to provide direct feedback to the product team which can help us shape this new feature for everyone.

How to sign up for the EAP?

Step 1: You must be a org admin or site admin to be able to enroll in the EAP.

Step 2: Sign up here: 

Step 2: We will reach out to you to enable the feature in your selected project. Rest assured that the feature will not disturb your existing SLAs. They will continue to work as expected.

How does this feature work?

EAP - SLAs by Priority - Increased SLA goal capacity - Watch Video

We’ve put together some resources to help you navigate the new feature. Watch the video walkthrough in full or read the user documentation for this feature.


  • Reduced overhead. Configuring goals in this way can drastically reduce the overhead of copy-pasting the same JQL again and again.
  • Increased goal capacity. Today’s goal limit is 90. If you have 90 goals, each with 5 priorities, this would effectively net you 450 time targets to use in your project.

  • Less error prone. The chances of making an error when editing SLA are drastically reduced.

  • Same flexibility for calendars. Since each time target in a goal still has a calendar defined for it, you get the same flexibility as the previous setup. For example, for issues with urgent priority, you might want to use 24*7 calendar instead of 9-5.

How do I request support or turn off EAP?

  • If you need any assistance, you can raise a request here
  • If for any reason, you want the feature to be turned off for your project, mention the project keys in the support request. We will get back to you and turn the feature off in the request projects. Rest assured that none of your SLA goal calculation for the issues would get affected.

  • We will transform the SLA to the old flat structure such that your SLA calculation doesn’t change.

Feature On   Feature Off
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1 comment

Martin Boehme
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 1, 2023

On that note: When and why did you introduce a limit concerning the number of SLA goals?

That wasn't always there.


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