Creating SLA custom fields

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Jira Service Desk provides powerful built-in service level agreement (or SLA) management so you can track your team's progress against agreements you've set for customers. An SLA is made up of two settings:

  • A time metric, which lets you define how time will be measured for this SLA
  • A goal for selected issues, which lets you define a target for the time metric. Different sets of issues can have different goals.

Jira Service Desk comes with a few pre-configured SLA metrics to cover some of the most common IT requirements; however, you can modify or create custom SLA metrics to reflect the SLAs you use in your business.

As a Jira administrator, you can let project administrators create a new SLA metric name, which creates a corresponding SLA custom field to collect that metric's data.

How to allow project administrators to create SLA custom fields

  1.  Choose the Jira icon (, or ) > Settings > Applications.
  2. In the Jira Service Desk section, click Configuration.
  3. In the SLA custom fields section, enable the setting.
Last modified on May 30, 2018

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