To setup SLAs in Jira Service Management, you need to have a project administrator role.

The SLAs are setup at the project level, in-order to configure the SLAs you need to navigate to the project settings.

Once you click over the project settings, you will see the SLAs by scrolling down on the left side of the screen.

Once you click over the SLAs you will see the below, where you can see the Goals in the Project and options to add SLAs.

Click over Add SLA to configure the required SLA.

Once you click over the Add SLA, you will see the below. Where you can define goals and conditions within them.

Here I am going to configure “Time for first response” for service requests according to the Priority.

In the below you can see that, there will be hints once you start typing, which will make it very easy for every individual.

In the below I had added Time for first response for service requests based on the priority.

Here for the “Critical Issues” we are providing 24/7 support, and first response time is 1hour.

Similarly, for the “High” priority issues the first response time is 1hour, but the support is 9-5 calendar.

You can set it up as per the requirements.

You can add the conditions like Start, Pause and Finish counting, and you can set the SLA format display.

Once you select necessary conditions you can simply click on the save button and it will be saved.

Please note that SLAs edits can take time to effect.

To more about Jira Software/Jira Service Management/Confluence 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

Canarys is Atlassian Silver Solution Partner providing DevOps solutions using Atlassian, GitLab, GitHub, Azure DevOps, Kubernetes and other devops platforms for customers, covering over 30+ cities across India, APAC, and USA.