Configure SLA Goals

After defining SLA conditions and calendars, the next step is to configure SLA goals. In the SLA time goals settings, you define SLA goals (time limits or negotiated dates) and configure automated actions for work items that exceed those goals.

SLA goals define what is being measured and what result should be achieved.

👉 Conditions control when time is counted
👉 Goals define the target that must be met within that time

SLA goals determine:

• the target time (for example, 2 hours or a specific date)

• whether the SLA is met or exceeded

• when notifications or automated actions should be triggered

Example

What you can configure in SLA goals

SLA goals are not just time targets. This section allows you to define how SLA behaves when approaching or exceeding deadlines. Below are the key configuration areas.

Automated actions

Set up actions that are triggered when an SLA is exceeded. These actions help teams react faster and prevent further delays.

👉 Go to: Automated actions page

Notifications before breach

Configure alerts that notify users before the SLA is exceeded. This feature helps teams act proactively and avoid SLA violations.

👉 Go to: Notifications before breach page

Link goals

Link multiple SLA goals to ensure smooth transitions when conditions change (for example, when priority changes).

👉 Go to: Link goals page

Message Template Editor

Customize notification messages using templates and dynamic values.

👉 Go to: Message Template Editor page

Integration with Slack

Send SLA notifications directly to Slack channels or users.

👉 Go to: Integration with Slack page

Custom Fields

Store SLA results in Jira custom fields for reporting and automation.

👉 Go to: Custom Fields page

Helpful resources & links