Create SLA goals based on customer details

You can set SLA (service level agreement) goals for different types of customers or organizations by using Jira Query Language (JQL). The SLA goals you set can be based on their location, support tier and more.

To create SLA goals:

1. From your service project, select Project settings then Request management, then SLAs. All existing SLAs are displayed here.

2. If you need to, create a new SLA.

3. Select Edit on the SLA you want to add a goal to.

4. Select Add new goal (+) in the Goals section.

5. 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.

6. Under Calendar choose a calendar to specify working hours when time can be counted against SLAs.

7. Under Work items to display (in JQL), enter a JQL statement using the functions below.

8. Select Save.

Customer JQL functions

Syntax: customerDetail( )

Supported fields: Assignee, Reporter, Voter, Watcher, custom fields of type User

Supported operators: IN , NOT IN

Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Organization JQL functions

Syntax: organizationDetail( )

Supported fields: Organizations

Supported operators: IN , NOT IN

Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED