Create SLAs
Service level agreements (SLAs) help you track and manage how quickly your team responds to and resolves customer requests. SLAs make it easy to set clear expectations, prioritize work, and measure your team’s performance.
Your project comes with built-in SLAs that cover common scenarios, such as response and resolution times. These defaults help you get started quickly, but you can customize or add new SLAs to match your team’s needs.
An SLA goal is the target time you set for responding to or resolving a work item.
Create an SLA
To create an SLA:
Next to your project's name in the sidebar, select More actions (•••), then Project settings.
Select Work management, then SLAs.
Select Add SLA.
In the field next to the clock icon, enter a name for the SLA.
Keep in mind that you won't be able to change the name of your SLA later.
Set goals and conditions for the SLA. Read more about goals and conditions below.
You can add up to 90 goals to each SLA.
Select Save.
About SLA goals
An SLA goal is the target time you set for responding to or resolving a work item.
About SLA conditions
SLA conditions control when the SLA timer starts, pauses, or stops. This ensures your measurements reflect real work time, not delays outside your team’s control (like waiting for a customer reply).
Create SLA goals based on customer details
You can set SLA goals for specific customers or organizations using JQL. For example, you might set faster response times for platinum support customers.
Next to your project's name in the sidebar, select More actions (•••), then Project settings.
Select Request management, then SLAs.
If you need to, create a new SLA or select Edit on the SLA you want to add a goal to.
Under Apply to work items, enter a JQL statement using the functions below.
Select Add new goal (+) in the Goals section.
Under Time goal, set up a target time for the work item to be resolved. The goal can be empty or defined using the format: 4h 30m.
Under Calendar choose a calendar to specify working hours when time can be counted against SLAs.
Select Save.
Customer JQL functions
Syntax: customerDetail( )
Supported fields: Reporter
Supported operators: IN , NOT IN
Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED
Examples
Create an SLA goal for customers that are in a platinum support level
reporter in customerDetail("Support level", "Platinum")Create an SLA goal for all customers not in Europe:
reporter not in customerDetail("Region", "Europe")
Organization JQL functions
Syntax: organizationDetail( )
Supported fields: Organization
Supported operators: IN , NOT IN
Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED
Examples
Create an SLA goal for gold-tier organizations
organization in organizationDetail("Tier", "Gold")Create an SLA goal for organizations in the APAC region:
organization in organizationDetail("Region", "APAC")
Use SLA calendars
SLA calendars define your team’s working hours, so SLA timers only count time when your team is available. This helps you track SLAs accurately, especially if you have different schedules or holidays.
To create an SLA calendar:
Next to your project's name in the sidebar, select More actions (•••), then Project settings.
Select Work management, then SLAs.
Select the calendar icon in the top right.
Select Add calendar.
Name the calendar, set the time zone, and choose working days and hours.
Add time slots for breaks or holidays as needed.
Select Save.
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