Conditions for SLA

Time measurement conditions

Set the necessary conditions (Start, Pause, Stop) to run your SLA.

At Start/Stop/Pause conditions, you can choose standard and custom issue fields, which will be used by your team for each project.

Open

For example, these conditions can include Comment (e.g., For Customer, From Customer, From Reporter, Specific User), Issue Created, Status, Assignee, Issue Type, Summary, Description, Labels, and others. The available conditions depend on your account's issue field settings.

Open

When conditions are selected, click each of them to select detailed options. For example, a specific status or a specific issue type. 

Advanced conditions settings

Make your ticket tracking more customized and tailored to your needs with SLA Time and Report. If you want to Start, Pause or Stop SLA when at least one of the conditions is met, use the feature “OR Condition”. If “AND” is selected, all conditions must be met.

At any time, you can edit each condition’s settings. Just click the condition you want to change and save it.
If you need other condition that isn’t available in the default system fields, you can create and add custom fields (standard and dynamic) in your Jira settings.
Read more about the next SLA configuration points:

• Calendars

• SLA Reset

• Multi-Cycle Option

• SLA Goals Setting