How to set up a custom SLA ?

[Laurent Delosieres]

Hi community,

We would like to set up our ticket SLA based on ticket priority and time elapsed. For instance, a P0 would have a higher SLA than e.g. P1. But a old ticket with P3 would have a higher priority than a recent ticket with P0. We can easily model it with Notion, but not sure how to do it with JIRA.

Thank you in advance for your help.

Best,

L.

[Fabio Racobaldo _Herzum_]

Hi @Laurent Delosieres ,

welcome to the Atlassian community!

First of all you need to create a SLA (https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-sla/) defing start/pause/end time in rule. After doing that, you can define your own goals (based on priority field in your scenario) thorugh JQL (priority=P0, priority=P1 ... ) and defining the related calendar (https://support.atlassian.com/jira-service-management-cloud/docs/create-and-edit-sla-goals/)

Hope this helps,

Fabio

[Kateryna_v_SaaSJet_]

Hi @Laurent Delosieres ,
Welcome to the community!

You can also easily configure SLAs using third-party add-ons. For example, with the SLA Time and Report for Jira, you can configure custom SLAs by priority with automatic actions and trigger time according to priority. You can see how it is shown in the article "How to configure SLA Time for the Support team in Jira Cloud", and use the 30-day trial period to try it yourself.
 

My team developed the app, so if you need further information, just let me know.