SLA Help

[Jack Tucker]

Hi All,

I am trying to set an SLA where the time to resolution is 24 hours prior to do due date. 

Can anyone advise the best way to do this please? :) 

Many Thanks! 

Jack

[Dirk Ronsmans · Accepted solution]

I'm afraid SLA's cannot be configured like that.

Your "24h before due date" would be a dynamic goal (where you now have set 24h), this goal is the time you have to work on the issue based on the start/pause/stop conditions.

Dynamic goals are not possible.

Where you entered "duedate" is actually expecting a JQL on which issues this will be applied.

So unfortunately this cannot be done out of the box like you are trying to do. 

You might look at an app to do this tho, something like Time to SLA (https://marketplace.atlassian.com/apps/1211843/time-to-sla?hosting=cloud&tab=overview) has a lot more granularity on how you define a goal.

I've used this one in the past myself a few times and if you need to go more advanced this (or another app) is the way to go.

[Dilara Akyol _Appfire_]

Hi all,

It's Dilara from Time to SLA support team. First of all, thank you so much for your guide @Dirk Ronsmans , I really appreciate it. As @Dirk Ronsmans mentioned above, Time to SLA allows users to set "dynamic duration", "negotiation date" and more as a goal type so you can achieve your request with the app easily. For more details please do not hesitate to raise a ticket on our portal so our support team will guide you to achieve your request with a quick demo.

Kind Regards,

Dilara

[Kateryna_v_SaaSJet_]

Hi @Jack Tucker 

Unfortunately, JQLs can be tricky at times, but here's some documentation to help you. And also, not so long ago, I wrote an article about the "16 Most Popular JQL Filters for SLAs in Jira Cloud", where you can also look at useful queries.

As already said, it will be easier to use add-ons, and I suggest you try the 30-day SLA Time and Report trial. I may be biased because my team developed this add-on, but the add-on has much fewer incomprehensible points than the original JSM interface.

I hope you found something helpful :)