Set up service level agreement (SLA) goals
To update an existing SLA’s goals:
Select Request management, then SLAs.
Find the SLA you need to update and select Edit.
The list of goals will become editable. At the bottom of the list of goals, select Add goal or click an existing goal to start editing.
Under Time target, set up a target time for the work item to be resolved.
Choose a calendar to specify working hours when time can be counted against SLAs.
Under Apply to work items, use JQL to define the type of work item you want to track. Read more about writing JQL queries for SLAs.
Group your goals by priority to get more time targets for each goal. Read more about grouping goals to create efficient SLA configurations.
Select Save.
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