How to add multiple SLA goals?
Asked by Dietra Winkfield:

I am new to using SLAs in Jira Service Management. I currently have a goal in my project based on the status "waiting for support" and the priority level. I also want to have a goal for tickets pertaining to audits, which can take longer to process than other tickets we receive.

How should I add a goal that will give more time to process audits?


Answers:
author: Vitaly_Berezovsky_SaaSJet
body: Hi [@Dietra Winkfield](/t5/user/viewprofilepage/user-id/4601365)

To add a goal that gives more time to process audits in Jira Service Management, follow these steps:

1. **Access SLA settings:**

   * Go to the project.
   * Select "SLAs" under Project Settings.
2. **Create a new SLA goal:**

   * Click "Add SLA."
   * Name it, e.g., "Extended Audit Processing Time."
   * Set a longer goal, e.g., ten business days.
3. **Define SLA conditions:**

   * JQL: `issuetype = Audit`
   * Start: "Awaiting assistance" status.
   * Stop: "Resolved" status.
4. **Save the SLA:**

   * Ensure this new goal is ranked higher than other SLA goals for audits.
   * Click "Save."

For more detailed guidance, you can refer to the[Atlassian Support Documentation](https://support.atlassian.com/jira-service-management-cloud/docs/set-up-sla-goals/) and their[SLA configuration guide](https://support.atlassian.com/jira-service-management-cloud/docs/create-sla-goals-based-on-customer-details/) which provide step-by-step instructions and examples.

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You can use the priorities for the goals in the SLA for this purpose. Changing the priority in the ticket will automatically start the corresponding goal countdown in the SLA. I think this is the easiest solution to your problem.

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author: bduncan
body: You can define the SLA at the request type level, so you could have one for:

* Audits in wating for support at priority X
* Other request types in waiting for support at priority X

Using a combination of request type, priority and status (any issue attributes) you can land the SLA at the level you want.

comments: author: Carla Ann Rowland
body: Edit the sla waiting for support with new filter criteria-- audit priority x and label or component audit to distinguish it from other issues with same priority.


Tags: cloud

jira-service-management

jira-service-management-cloud