To create SLAs in Jira Service Management, you need to be a Project Admin.

Firstly, go to the Project where you want to setup SLAs and click over Project Settings as shown below.

Under project settings, locate Request Management. Under request management you will see SLAs.

Once you click over SLAs, you will see option to Add SLA.

Once you click over Add SLA, you will see below screen where you can define Goals in the Project and Add conditions.

Goals in the Projects can be custom or you can select from the existing.

JQL conditions can be added as shown below and Priorities can be added as well.

Conditions are for the time measured between Start and Stop.

There are 3 conditions that can be added under the SLAs.

1)Start Counting

2)Pause Counting

3)Finish Counting

There are a set of conditions that can be defined for Start, Stop and Pause the SLA timer.

Below are some of the conditions.

SLA format display can be used to set the format of the date and time.

We can also add custom calendar by clicking on the below option.

Once you click on calendar, you can see below screen where you can see Add calendar option.

Once you click on it, you can give name to the calendar and set the time zone and working days and timings and add Holidays as well.

You can also add holidays as shown below.

By following the above, we can simply setup the SLAs in Jira Service Management.

To more about Jira Software/Jira Service Management/Jira Work Management/Confluence/Bitbucket maintenance or administrating contact us. If you need assistance on Jira implementation or any guidance on Atlassian product suite, contact us at devopstools@ecanarys.com

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