Time limit based (Multiple projects)

The Time limit based SLA type (Multiple-Projects) allows you to apply one SLA configuration across multiple projects. Instead of creating separate SLAs for each project, you can define one configuration and apply it to several projects at once.

This type of SLA is typically used when:

multiple teams work in different projects
the same SLA rules should be applied across projects
you want to standardize response and resolution times

Note:
If you need to apply an SLA to only one project, use Time limit based (Single project).
If you want to manage multiple projects within one SLA, select Time limit based (Multiple-Projects).

How SLA time is calculated

SLA time is calculated in the same way as in the Time limit based SLA (Single project).

Once the defined Start condition is met, the SLA timer begins. The timer continues running until the Stop condition is reached.

During this time, the SLA can:

pause (for example, when waiting for a customer)
reset (if configured)
continue across multiple cycles (if Multi-cycle is enabled)

The total tracked time is then compared with the defined SLA goal.

SLA conditions and goals

In a Time limit based SLA (Multiple-Projects), conditions and goals work together: Conditions define when SLA time is tracked, and goals define what target should be achieved within that time.

For example:

:Start: Start condition: work item moves to In Progress

:Stop: Stop condition: work item moves to Done

Goal: resolve the work item within 8 hours.

This means the system tracks the time between the selected statuses and checks whether the work item is completed within the defined target.

SLA conditions configuration

SLA conditions define when SLA time is tracked and how the timer behaves during the work item lifecycle. You can configure the following conditions:

:Start: Start condition

Defines when the SLA timer begins. The timer starts when the work item meets the selected condition (for example, when the status changes to In Progress).

:Pause: Pause condition

Temporarily stops the SLA timer. This is typically used when the work is blocked or waiting, for example, waiting for a customer response or waiting for approval.

When the work item meets the pause condition (for example, status = On Hold), the SLA timer is paused and does not count time.

:Stop: Stop condition

Defines when the SLA timer stops completely. The timer stops when the work item reaches the final state (for example, status = Done).

Additional options

:Reset: SLA Reset

Allows you to restart the SLA timer when specific conditions are met. When the reset condition is triggered, the SLA timer starts again from zero.

:Reset: Multi-cycle option

Allows the SLA to track time across multiple cycles instead of stopping after the first completion. When enabled, the system sums the time from all cycles between the start and stop conditions.

SLA goals configuration

You can define different SLA goals depending on: priority; work item type; services; other Jira or custom fields.

The Context by feature allows you to assign SLA goals based on specific fields (for example: Severity, Priority, Complexity, Assignee, etc.). This means that goals are tracked based on the chosen field context, helping you manage and evaluate SLA performance more effectively.

You can assign a Custom Field to each goal and configure automated actions that are triggered when the SLA is exceeded. These actions help teams react faster and prevent further SLA breaches. Available actions include: notify user in comment; change the assignee to; change the priority to; change the status to; notify via Slack.

Working time

1 day (1d) equals 8 hours by default and can be changed in the settings of the selected Work Schedule.

How to configure a Time limit based SLA (Multiple-Projects)

To use this SLA type, select it at the first step of SLA configuration.

Open the SLA configuration page
Click Add new on SLA configurations
Select Time limit based (Multiple-Projects)

Then configure:

Start, Pause, and Stop conditions
SLA goals (time limits)
(Optional) Reset and Multi-cycle options
(Optional) Context-based rules
(Optional) Automated actions and notifications
Working schedule

Finally, click to apply the configuration.

Time limit base with the Multiple-Projects option has a limit of 25 projects in the configuration.
The function of recording the Target date and Status of the SLA goals in Custom Fields is unavailable.
After changing projects in the Multiple-Projects configuration, recheck the conditions.

Practical Use Cases

Companies with many similar projects: you can quickly set the same SLAs for all projects, saving you time.
Managers working with different teams: You can easily manage SLAs for each team by setting them for multiple projects at once.

Helpful resources & links