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Set up SLA goals

To create and edit SLA goals:

  1. From your service project, go to Project settings > SLAs. All existing SLAs are displayed here.

  2. Select More actions (…) and Edit from the dropdown.

  3. Select the plus icon in the Goals section.

  4. Under Time goal, set up a target time for the issue to be resolved. The goal can be empty or defined using the format: 4h 30m.

  5. Choose a calendar to specify working hours when time can be counted against SLAs.

  6. Under Issues to display (in JQL), use JQL to define the type of issues you want to track. Learn more about writing JQL queries for SLAs.

  7. Select Save.

You can add up to 30 goals to each SLA, and drag and drop them in order of importance. An issue is tracked against the first goal criteria it matches on the list.


This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.

 

 

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