Is it possible to link SLA with priorities of the issues? If so how can I do it? Thank you

[Michael Gomes]

I create SLA rules based on days (1, 3, 5, 7, 14) and want to sink them with their respective priorities (Critical 1, High 2, Medium 3, Low 4, Very Low 5) but I am not sure how to link them so it reflects the priorities based on the SLA rule. 

[Dirk Ronsmans · Accepted solution]

Hi @Michael Gomes  and welcome to the community,

I assume you mean you set the goals at 1day/2days/3days/...?

Now normally you could when you set up an SLA define the filter (JQL) and then define the goal. 

So that means for this issue (that falls under that filter) they will have x amount of time.

That filter would contain the priority then!

Does that clear it up? If not, can you elaborate a bit what is not working?

[Michael Gomes]

Hi Dirk, 

Thanks for the quick reply. Please see attached below of the SLAs I created based on "Time to resolution". Now I want to sink them with the priorities mentioned above so that when we change the priorities from high to low, the SLA would trigger the time count down based on numbers of day(s). At the moment when I change the priority from low to high or vice-verse the time is still stuck on 24h. Hope this help you understand what I meant from the first question. Thank you

[Dirk Ronsmans]

Hi @Michael Gomes ,

So on that SLA you can go to the "..." and click edit.

What defines the Time Goal linked to your issues would be the JQL at the end. If you want to sync these with the priority, you will also need to include the priorty in that JQL.

So for example:

issuetype in (standardIssueTypes(), subtaskIssueTypes()) AND Created >= -24h AND Priority = xxxx 

The order by doesn't matter for the SLA goal (it doesn't do anything here).

I'm also wondering about your standardIssueTypes() and subtaskIssueTypes() in a single JQL. That would basically mean all issue types no?

So you might just rewrite these JQL's as 

Created >= -24h AND Priority = your priority

[Michael Gomes]

Hi Dirk,

Yes that includes all issues types. I will try the suggestion you gave me and test it, then I will let you know the results.

I really appreciate your quick response and assistance on this. Will get back to you soon.

Thank you

Michael

[Michael Gomes]

Hi Dirk,

That was awesome, I just tested them all and it worked as you advised. Thank you so very much. I truly appreciate your help and very fast support. I am both impressed by your quick response and the right solution. 

It has been a pleasure talking with you. You have a wonderful day and week. 

Michael