How to create different SLAs within the same ticket with different support groups?

[Hidayat Ismail]

Finance team have 3 different support group for 1 specific ticket. How to track the SLA taken for each of the team?

We are using a same status, not another status to create a stamp or etc. Everything is in progress. 

[Alina Kurinna _SaaSJet_]

Hi @Hidayat Ismail 

Great question! Tracking separate SLA timers for multiple support groups within the same work items (especially when all activity happens under a shared status like In Progress) can be tricky with Jira’s default SLA setup.

If you’re open to using a Marketplace app, I’d recommend trying SLA Time and Report, developed by my team. It’s designed exactly for advanced use cases like this.

Here’s what you can do with it:

1. Track multiple SLAs on the same work item
You can create parallel SLA goals per team or group, for example:

• SLA for Finance Group A (starts when custom field = A)
• SLA for Group B (starts when work item is reassigned or field changes)
• SLA for Group C (stops after a specific comment or user update)

2. Use fields instead of statuses
Since your work item doesn’t transition between different statuses, you can:

• Trigger SLA start/stop/pause based on custom fields, comments from specific users, or assignee changes
• Monitor when each group takes over, responds, or completes their part

3. Reporting & analysis
You’ll get real-time SLA progress, per-group performance tracking, and visual indicators on each ticket.

Please let me know if I was able to assist you, and if you have any further questions, I'm happy to help.

Regards!

[Marc - Devoteam]

Hi @Hidayat Ismail 

Welcome to the community.

Is it the same SLA, but a different goal for a different team or do you want to Have an SLA per team.

In the first option set multiple goals based on the goals, set in the JQL per team otherwise create 3 different SLA's and only have one goal per SLA per team.

[Hidayat Ismail]

Hi @Marc - Devoteam . 

In 1 ticket, there will be 1 SLA from open to resolved. But within it, there are few assignees that need to work on the ticket. Our aim to track the time taken for each assignee to work on their part for that ticket.

[Marc - Devoteam]

Hi @Hidayat Ismail 

The you need 3 SLA's, with the same setup, but each SLA has the goal set on the assignees.

A single SLA only counts based on the goals defined.

So the have a total view, you would need a 4th SAL that counts the total, not dependent on a set assignee.

Also an SLA is a measurement based on a set goal to be achieved, it's not for time tracking for a users spent time on a ticket.

Then you would need to set the process that the assignees log work on an issue when assigned, or look at 3rd party marketplace apps that can do this with more functions as the ootb is a manual input from a user.

[Hidayat Ismail]

What about the configuration of the SLA? SLA starts when assignee changed, unassigned or assigned. How to get different data for SLA 1, SLA 2 and SLA 3?

[Marc - Devoteam]

Hi @Hidayat Ismail 

Yes, you can use these start and stop clauses, then set a goal in each SLA like;

type = incident and assignee = Jane time 8h

other SLA, type = incident and assignee = Fred time 8h