Jira SLAs - can I add multiple "Time to resolution" SLAs?

[Jacques B]

We are using Jira Service Management and want to setup some SLAs.

When I go to Project Settings > SLAs I seem to have option in creating the following SLA types:

• Time to resolution
• Time to first response

In Time to resolution I understand that I can setup a SLA between any status transitions.

Question 1

Is it possible to track the time between two different status transitions?

For example, if my Workflow is Open > A > B > C > Closed, can I specify SLAs for:

A > B as well as for C > Closed ?

Question 2

Is it possible to create a Time to resolution SAL in my sub-tasks?

[Kateryna_v_SaaSJet_]

Hi @Jacques B 

Welcome to the community!

Answering your questions, I can suggest the SLA Time and Report for Jira add-on that was developed by my team.

You can easily select many conditions for Start/Pause/Close statuses with OR/AND logic options. It will work for any type of issue (task, bug, epic, story etc.) and sub-task as well.

For example, in your case: 2 configurations for the Response time, Resolution time accordingly.

Custom fields view under the Jira ticket (target date and SLA status).

We have a 30-day trial version so that you can try it yourself, but if you require any further assistance, I’ll be glad to help :)

[Tuncay Senturk]

Hi @Jacques B 

On top of what @Alex Koxaras _Relational_ said, you can switch to an SLA app on the Marketplace. They provide paused conditions as in your question. You can even import your JSM SLAs and recalculate SLA data for your issues, so you won't lose any data.

[Alex Koxaras _Relational_]

HI @Jacques B 

Starting from question 2, yes it's possible. Just add a goal for issuetype = subtask (or whatever subtask issue types you have created). This should trigger the SLA to appear to the subtask issue types.

Concerning question 1: TO be fairly honest, SLAs are not meant to count duration in statuses, however keeping in mind that SLA is just a counter you could:

• Create a new SLA and set a huge target goal
• The above sla will start once the issue enters status A
• And it will stop when entering status B

This will give you the time you want, but most likely if you want the actual time it took (and not the time remaining) you should tweak the above values with Jira automation and smart values (or within your workflow automation).

An alternative would be to get an app from the marketplace which does the exact above this but easier :)

[Jacques B]

@Alex Koxaras _Relational_ Thanks.

Based on your comment, "SLAs are not meant to count duration in statuses"

The reason I want to add SLAs to status transitions it that different people are responsible for different tasks (statuses) in our workflow. We want to ensure that everyone completes their specific responsibility within a required timeframe.

[Alex Koxaras _Relational_]

@Jacques B I would then recommend getting an app to do that.