Multiple-Projects SLA type

With Multiple Project Select, you can save time by simultaneously setting up SLAs for multiple projects.

First, you need to go to the SLA configurations:

Open

Next, in the SLA goal type, select a Time limit based on Multiple project:

Open

Great, now we can select multiple projects for SLA:

You can set Custom Field for each goal type and add an Automate action for exceeded issues.

There are such Automate actions for exceeded issues:

• notification

• changing assignee

• changing priority

• changing status

The trigger time limit will be highlighted with the color you have chosen before. When the time limit is exceeded, the color will be automatically changed to red. You can monitor SLA Time for each issue with the configured multi-triggers list.

Context by feature lets you assign specific fields, like priority, assignee, request type, or other fields, to service goals. This means that goals are tracked based on the chosen field context, helping you manage and evaluate SLA performance more effectively. You can set different contexts for conditions, resets, or goals, allowing precise tracking and organization. This feature is only available for Time limit based SLAs and is restricted to single project contexts for cascading fields.

1. First, create goals in the configuration:

2. Next, we can choose the priorities:

The goal will start the countdown if the priority set in the goal is the same as in the ticket.

Practical Use Cases

1. Companies with many similar projects: you can quickly set the same SLAs for all projects, saving you time.

2. Managers working with different teams: You can easily manage SLAs for each team by setting them for multiple projects at once.