Let's set up SLA durations for resolving issues for different SLA's.
To set up SLA
- go to the Administration > Custom fields menu.:
- add a new custom field with SLA type
Set up conditions for SLA levels: while creating a field - add it to the issue view screen. Then you need to set duration times for every SLA:
- Go to Edit Set Up the Field:
For every SLA you should specify:
- SLA name (free text, for example: "SLA-1 Premium")
- SLA time interval in minutes
- Working Calendar (see Setting Up Work Time Calendar for SLA)
- Color Scheme (see Setting Up the Color Scheme for SLA)
- Condition (JQL-query)
| Note |
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Notice. The highest conditions has more priority. |