Service Level Agreements (SLAs) Set as many SLA policies as needed to keep track of deadlines based on elapsed time or request categories. Select the plus icon in the Goals section. Locate your dashboard and click more (•••) > Copy dashboard. A goal, which defines the target to be met. Reporting in Jira Service Management. This is a very convenient and useful feature, without which working with Clients would be less transparent and comfortable. Jira Cloud SLA goals have two primary types: Time Limit and Negotiated Date. 2. Migrating from Halp to Jira Service Management. This field is calculated based on the SLA fields, rather than the Jira issue cycle time. This is used when no calendar has been assigned to an SLA goal. To ensure your reports are accurate, Jira Service Desk doesn’t recalculate time for completed SLA cycles. They want to pause the SLA until they receive the hardware from their supplier (on the expected due date), then unpause the SLA when the due date has passed. From there, you can. If using that version or higher, refer to Automating your service project. One of the most popular tools for setting SLA for Jira items is Jira Service Desk. A simple query in JQL consists of a field, followed by an operator, followed by one or more values or functions. Breached SLA Report. Engineer picks the ticket and sends a update to client between 0-60minutes and the SLA. Service Level Agreements (SLA’s) is a familiar term in Service Desk environments. Thanks in. Sample 9-5 calendar. The IT Service Desk template includes an extra SLA and automation rule. Import Holidays into an SLA calendar. Jira is great and it makes sense to start using it to handle incoming requests. They want to pause the SLA until they receive the hardware from their supplier (on the expected due date), then unpause the SLA when the due date has passed. 3) Top 15 Help Desk KPI Examples. A step-by-step guide to tracking the time for each value in a particular custom field: 1. These agreements are designed to outline and define the provider's expected level of service delivery, encompassing. Here is a list of gadgets that can be used to build a powerful dashboard in Jira for tracking a Kanban project in an effective way. This guide instructs how to configure notifications in Jira Service Management that will be sent when an SLA has been breached. For example, the IT service desk provides different services to all requesters, and each service item has a unique SLA that details the service that will be. Project reports from Excel sheets. If configured, agents can view the SLA’s for each ticket in the queue. In one of them, the comment from one role will be a stop for the. To manage these settings: Choose > Applications. This is the reference document for the REST API and resources provided by JIRA Service Desk. Customize SLA timers to your Jira issues, specifying start/stop conditions. The query above will return the SLA information (for all SLA fields types) for ticket TEST-1 and TEST-2. Keyboard shortcut: 'g' + 'g' + start typing 'service desk' Use the Allow project administrators to create SLA custom fields option. to make it clear; the counter for task_1 started at 03. Community resources. To ensure the best possible support, the Help Desk provides NJCU Faculty and Staff with this Service Level Agreement outlining specific services, priorities, and responsibilities related to. JIRA Service Desk is built upon the. Define a list of goals for your SLA based on time to resolve, working hours and issue types. Choose the widget options that fit your needs. This is the reference document for the REST API and resources provided by JIRA Service Desk. In the field next to the clock icon, enter a new name for the SLA or choose an existing name. You can also view the number of SLA fields being used, and clean up unused fields. EG, when adding a new queue, we have to create also SLA for it, same when editing. They involve setting a predefined time an issue or task should be resolved or completed. Then use that custom field in the JQL of your SLA definition: Priority = 1 and Calendar = Weekend. Project admins can create SLA goals that specify the types of requests you want to track and the time it should take to resolve them. The Calendar is Monday to Thursday 8 working hours, starts at 8:30 am to 17:30pm. 6. Originally known as Jira Service Desk, Atlassian reintroduced the platform as Jira Service Management with multiple enhancements designed to benefit modern support teams in. Stop |Time to first response |IT Service Desk| |comment-sla-condition-factory |Stop |Time to first response |IT Service Desk| |status-sla-condition-factory |Stop. 3B single email intake address. Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management. In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk. Scroll down to the Jira Service Desk section and choose. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a JIRA projectId, and projectName. Working with workflows. You can then use that additional parameter to create 2 goals. Decision. In this brief article I am going to share some things to consider. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. Things to Remember. You can use the REST API in Jira to return all issues, in this case, it would probably be best to use the endpoint GET /rest/api/2/search - Jira Server (for Cloud GET /rest/api/3/search) In this case, you can just make a rest call to this endpoint, if you don't specify any JQL parameter here, it's the same as if you searched in the. JIRA Service Desk has been around for a few years now, and it has been the fastest growing product made by Atlassian. Learn how to add work categories to any of your. Connor May 07, 2020. Set up an SLA like this if your team can't begin their work until a date in the future. You must be a registered user to add a comment. The best practices says that the resolution should be set on End-Status (Done - Category). At a high level, a security context is exchanged when the app is installed, and this context is used to create and. JQL queries have an order of elements that need to be followed when creating SLAs (service level agreements). Critical - Fix the issue in 4H. SLAs should be created for the desired outcomes of the customer. Jira Software. Communication templates are one of the most helpful tools during an incident. Select Create custom field in the top-right corner. When a player creates a new ticket he gets automatic response with the following template: "Just confirming that we got your request. SLA not generating in report correctly. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a Jira projectId, and projectName. This document identifies the services required and the expected level of services between MM/DD/YYYY to MM/DD/YYYY. It shouldn't be overdue, as the Time Goal for this one is 16h. Service management and customer support. 0 scopes required:Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. Sometimes, an issue may take a few days to resolve, or lower priority issues could have a target resolution, for example, of 5 days (working days, hopefully - when the calendar feature is. In the field next to the clock icon, enter a new name for the SLA or choose an existing name. Connect app scope required : WRITE. “Check the car exterior”: To be assigned to resolutor C and having SLA= 2 days. There's several ways you can do this. For example, if you create an SLA named Time For First Response in a Service Management project; a new custom field will be created with the exact same name. Client opens a P1 ticket -> we have a commitment to send updates everyone hour. Create a new calendar. We have multiple SLA's. For any fault we receive, the SLA clock does not start until the following day. These SLAs are based on the following parameters: Start and Stop Events: Time Limit SLAs can begin and end based on. Now that the importance and differences between SLA, SLO, and SLIs has been identified, let’s focus on 5 key steps. If the setting is disabled, service desk administrators can only select from existing metric names when creating SLAs. Purpose. Past SLA cycles show only in the agent view and aren’t available in the customer view. Teams and customers need this. JIRA Service Desk brings all the best of JIRA together with an intuitive user interface, powerful SLA support, customisable queues, automated request management, and real-time reporting. m. Cube Apr 20, 2022. 1 accepted. To manage these settings: Choose > Applications. Permissions required: Permission to create requests in the specified service desk. In today’s business world, the competition is fierce. Navigate to Project settings > SLAs. To get you started, Jira Service Management comes with two default calendars: Default 24/7 calendar. Similarly, if you’re in Western Europe, or. Scroll down to the Jira Service Desk section and choose Configuration. For this case, I suggest the SLA Time and Report add-on, which has no restrictions on the number of SLAs and automation. You can calculate averages and sums of those durations grouped by issue fields you select. Employees never have to leave Slack to get the help they need, and agents get all the information they need right in Jira Service Management. Answer accepted. If you remove the p. All the solutions are achieved by the same basic function which is a JQL filter. By default, JIRA Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week. All Jira projects contain issues that your team can view, work on, and transition through stages of work — from creation to completion. When you transition back to a "Start"-State again, the SLA will re-start counting from the ORIGINAL value. For SLA which uses 24/7 default calendarHi there. Service management and customer support. m. Hi @Miguel Belen, You should make sure the due date field is available for your Service Desk project, as described in the documentation: For this SLA to trigger, configure the Due field to display on the Issue type screen, and set the Due field when the issue gets created. To define in a single rule, navigate to the SLAs, then select the rule and edit it. Select Next. You can access more information about the Project via the JIRA Platform REST API. Key performance indicators (KPIs) are the metrics chosen to gauge how well a team performed against agreed standards. Jira Service Desk includes specific JQL syntax that can help you sort through the details of your requests and issues, and make sure you're hitting your SLA goals. 6 hours before the end of the SLA – automatically set the Critical status to filter similar tasks later. Example result (for the sake of simplicity, only one project is listed here):. This is a very basic metric. Workaround:Scroll down to the JIRA Service Desk section and choose Configuration. Advanced Service Level Agreements: Behind every great service desk team, you'll find great Service Level Agreements (SLAs) helping them to deliver consistent and awesome performance. This is a standard need for anyone running a 24x7 support operation. Major Fix the issue in 72H. JIRA Service Desk 3. Support want to complete all hardware requests within. Signatories: 2. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. Overview. 1. The incident management and problem management are core ITSM processes in every organization that offers services to. The problem was I had a screen that set resolution and I also had a post function on the transition that set resolution. A time metric, which defines how and when time will be measured. I'm trying to configure my service desk. It does provide the actual time to first response, which is available with the out-of-the-box Jira gadgets. As such there is a natural overlap in functionality between what is provided by Jira Service Management and what is provided by the Jira platform. for example: You must be a registered user to. If nothing was done after 5 hours, change the executor to a more experienced one – you. A key focus in ITSM is processes: creating and enforcing a set of rules for how an IT service desk operates, and how it interacts with customers, in order to increase the efficiency, pace, and quality of responding to support. Most of the SVD setup (like workflow, calendars & standard offered SLA metrics) are the same for all projects, while other aspects (users/project roles/. Choose if you would want to share settings with an existing project. In Jira Service Management, an agent is defined as a user who can work on tickets and communicate directly with your customers. Make sure that under the column 'Stop' you have the correct setup. You must be an administrator to create or edit reports. And Friday starts 8:30 am to 13:30 pm, 5 working hours. The IT service management (ITSM) template is pre-configured for common ITSM practices. A goal, which defines the target to be met. There is currently no functionality for this in Service Desk. If your SLA goals use overlapping JQL filters, your JQL queries may return unexpected results. SLA breaches. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. For those of us who administer Service Level Agreements (SLAs) in Jira Service Desk , the ability to associate a calendar with an SLA is critical to configuring the SLA. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. A Jira workflow is a set of statuses and transitions that an issue moves through during its lifecycle, and typically represents a process within your organization. So it provides everything necessary to service requests on the first line. If you edit an SLA, Jira Service Desk recalculates time for all issues in the project that have ongoing SLA cycles. The REST APIs are for developers who want to integrate JIRA Service Desk with other applications, and for administrators who want to script configuration interactions with JIRA Service Desk. In this case, you can try third-party solutions like SLA Time and Report. SLA timers help you visualize how much time you have left to meet your team's service goals, so you can keep track of what needs to get done. IT service management, often referred to as ITSM, is simply how IT teams manage the end-to-end delivery of IT services to customers. Copy and use the generated code on your web page (s). Yes, we are at Jira Server. Employees never have to leave Slack to get the help they need, and agents get all the information they need right in Jira Service Management. Making the switch to in-timezone support. 6. View topic. See Field input formats, for details of each field's JSON semantics and the values they can take. Connect, share, learn with other Jira Service Management users. You can also view the number of SLA fields being used, and clean up unused fields. Scroll down to the Jira Service Desk section and choose Configuration. For ongoing cycles, this value may change over time, along with remaining_time_msecs. The past cycle will be displayed in the SLAs panel in the issue view, underneath the SLA’s name. Your Jira admin or project admin can set SLAs in Project settings > SLAs. But, by using this automation rule, you can auto-triage requests to classify them properly based on their content. The service desk not only receives customer requests, but also classifies, prioritizes, assigns, monitors tickets, and acts as a single point of contact for any inquiry. Set up SLAs to track your team’s performance. You can refer to this article and manually calculate it to verify the reports. You can then have Automation for Jira transition to that special status and back to effectively reset the SLA counter. Each Jira workflow is composed of a set of statuses and transitions that your issue moves through during its lifecycle. 🙂. However, on an actual ticket, even with the P4. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Example: Creating a basic SLA Browse pages ConfigureSpace tools Documentation for JIRA Service Desk 1. Nov 22, 2018. Find answers, ask questions, and read articles on Jira Service Management. 8 release notes, start a free trial of Jira Service Desk Server, or jump straight into upgrading by pressing the big green button below. This will also make it noticeably easier for service desk to recognize responded to tickets. take some actions in the rule, as needed. “Check the car engine”: To be assigned to resolutor B and having SLA = 3 days. So, you can drag it up or down, or under the heading 'Hidden when empty fields', if you don't use SLA's for some request types, for example. Further details on SLAs configuration can be found at Create service level agreements (SLAs) to manage goals. Hello! Hope you are doing well. The priority level conveys the severity of an issue so that agents can react accordingly, it identifies the relative importance of an incident and is usually based on the impact and urgency of an issue. Maybe some issues were not from Jira Service Desk but from Jira Core or Jira Software. You can also do this easily in JMWE for Jira Cloud, using the Nunjucks Tester to see the value of the SLA field. All highest and blocker. Get an overview of the "Change management overview" dashboard template. An example of the service request process, in brief: A customer (internal or external) requests help from your service portal or via email. Chris Webber Jun 06, 2018. For more information about SLA design click here. If this ticket is created outside of the hours it is set to True. If your P3 for example, are only from 8am to 6pm, Monday to Friday, then a ticket raised at 5pm. An example of something I'd like to create: If Priority is High, then first response is <24 hours. If you update the options later, we'll automatically update the widget. Automated workflows and SLA management. The rule configuration screen appears. This page lists the SLA-specific JQL conditions you can use to query the SLA data in your service desk, as well as examples for creating some common JQL queries on SLAs. Problem investigations prioritize problems that have the greatest potential for causing serious disruption to critical IT services. If you edit an existing SLA, Jira Service Desk will re-index all the existing issues in the project; the re-indexing will ensure that the SLA status on the open. Read Defining issue type field values to learn how to set this up. each time target in a goal still has a calendar defined for it, you get the same flexibility as the previous setup. To embed a widget: From your service project, go to Project settings > Widget. In the Dashboard settings you can choose people to share the dashboard to, and they should be able to view whatever information you've pulled to said dashboard. Hi Is it possible that reporter set SLA time? for example there would have existed a field in create screen of Service desk and reporter set her/his own time in this field and this time place in SLAs Part of issue screen. Pattie JIRA Service Desk 3. For example: Then you can use a Set Field Value or Set Field Value of Linked Issues post function to copy some of this to a custom field. ; The projectId comes from the peer Jira platform domain Project object. Benefits of migrating to Jira Service Management from Halp; Requirements for using the Halp migration tool; Migrating from Halp to Jira Service Management basics; Connect cloud site to Halp; Create a new service project for your Halp queue; Invite Halp agents to Jira Service Management Create overall satisfaction, SLA & custom Jira reports & charts across all of your Jira Service Management projects within minutes. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. You can do the other way arround, so when a agent comment you transition to waiting customer, but as I said it may not be the agent. Learn about different Jira Service Desk measures and dimensions - what they are and how they work. With Jira Service Desk, reports can be created easily and updated live without any required knowledge in coding. This example looks at how you might create a very basic SLA for a service desk project with a basic workflow: Basic SLA configuration. The standard report in Jira Service Management only includes tickets on the report when they are resolved, which means there are open tickets that have breached our SLA that aren't. Setting up the SLA time metric. Step 1: Creating an SLA Enter your service project, then go to the “Project settings” tab, then click on “SLAs”. create a date/time custom field to check for follow-up checks. e. The new SLA rendering feature only shows a maximum of 2 units of time in the SLA goal for readability. Mail server rules that redirect to the specific JSD portal email address based on analyzing the reporting customer’s email address and / or keywords in the email. But that’s not all – SLAs can also help identify areas for improvement. Also, this app lets set automate action for. In our setup, we have a servicedesk project per customer. By default, Jira Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week. Service level agreement (SLA) is an external commitment between a company and its customers. SLA Reporting. At a high level, a security context is exchanged when the app is installed, and this context is used to create and. One filter could display active non breached SLA's, the other could show breached SLA's. A robust service catalogue makes sure that service requests are prioritized and allocated to the correct service agent. For example, you might have a goal to resolve all Blocker issues in 6 hours. For example, you might have a goal to resolve all Blocker issues in 6 hours. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Set up an SLA like this if your team can't begin their work until a date in the future. Jira Service Desk - 4. Subject to review and renewal scheduled by MM/DD/YYYY. Jira Service Desk helps you keep your eye consistently on the clock, no matter where you’re working. If you want an SLA to start over then this will occur if transition from the Stop (closed, rejected) to the Start (create, reopened, etc). You can also view the number of SLA fields being used, and clean up unused fields. Enter your service project, then go to the “Project settings” tab, then click on “SLAs”. Align SLAs with the customer’s desired outcome. To run SLA based on request types, you need to modify the SLA. set the custom field for the next time to check for updates. This is used when no calendar has been assigned to an SLA goal. having tens of SVD projects, means each time the same SLAsetup needs to be. Hope this helps you guys out, thats how I have done it. EXPERIMENTAL (may change without notice) # Returns a page of queues defined inside a service desk, for a given service desk ID. We have different SLA's based on. We've a business requirement to send email reminders/ SLA's to Organization chart. Otherwise, this article applies. Your first 3 examples are identical. Regards, AdamSet up rules to automate repetitive tasks. In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk. JIRA Service Desk lets you control exactly when time is tracked, letting you start, stop, and pause the counting based on the status of an issue or when the issue changes (for example, a comment is added). You provide 24/7 support for certain customers (these issues are labeled with "24H"). It can be time to response within 3 hours. Also, this app lets set automate action for. You must be an administrator to create or edit reports. Impact is generally based on how your quality of. Permissions required: Permission to create requests in the specified service desk. Confluence. Client opens a P1 ticket -> we have a commitment to send updates everyone hour. Scroll down to the Jira Service Desk section and choose. Document collaboration. You can use the template for "Keep on top of SLAs" which uses the following criteria: WHEN -> SLA Time Remaining (select the SLA. Set the hours for whatever you need. The goal can be empty or defined. . 6 hours before the end of the SLA – automatically set the Critical status to filter similar tasks later. on the. Create Date Time: TEXpress Lanes Care created issue - 2019/01/15 12:34:01 (At this time the SLA start running) 2. See allThe purpose of this knowledge-based is to explain further on how SLA goals vs SLA success rate report in Jira Service Management is calculated. SLA Met versus Breached (compares the number of requests that have met or breached a service level agreement (SLA) goal). Choose the project you want to import the SLAs from. Slice and dice your. The second screenshot is also when someone comments (in this example my coworker commented on 6/27) and the SLA does not stop counting even though there was a comment before the deadline. 1. service and technical solutions in support of campus wide technology. Jira Service Desk includes specific JQL syntax that can help you sort through the details of your requests and issues, and make sure you're hitting your SLA goals. To manage these settings: Choose > Applications. Bitbucket. You must be a project administrator or Jira administrator to create an SLA: From your service project, go to Project settings > SLAs. a subtask issue type). Setting OpsGenie Alert Priority via a Jira custom field. . How to manage SLA data. This is used when no calendar has been assigned to an SLA goal. 1% of the time. It details the regular and additional services offered and the level of service. Set up SLAs to track your team’s performance. When email requests come in, it takes a lot of manual work to determine their request type. Example: 1. Kind regardsTo get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. On that page you'll see several related articles Will walk you through creating well formed SLAs. You need to be a Jira admin to add fields to an issue type. In our example, the name will be “Location”, and the options will be the different team locations. -5 p. The REST APIs are for developers who want to integrate JIRA Service Desk with other applications, and for administrators who want to script configuration interactions with JIRA Service Desk. Hi. Jira Service Desk has revolutionized how we do IT. For example, you may pause an issue's SLA clock when the issue's status is set to "waiting for customer". For example, say your project has two SLAs that count Time to First Response. Choose a service management template > Select Use template. When you set an SLA, you select three things: Who can view your SLA: only agents or also customers on the customer portal. Set a goal An SLA is an agreement between you and your customer that defines how your relationship will work in the future. The path that your issues take is called a workflow. JIRA Service Desk 3. Under Date range, select Add start and end date…. Overview of Jira Cloud workflows. Git code management. Benefits of migrating to Jira Service Management from Halp; Requirements for using the Halp migration tool; Migrating from Halp to Jira Service Management basics; Connect cloud site to Halp; Create a new service project for your Halp queue; Invite Halp agents to Jira Service ManagementCreate overall satisfaction, SLA & custom Jira reports & charts across all of your Jira Service Management projects within minutes. If yes, specify the name of the existing project. For example, if your business operated in New York and Rio de Janeiro, your service project agents can add a location label to requests from each region. NOT create a different SLA altogether what you want is to have a single SLA rule BUT have different Goals per org. Project and issue tracking. State conditions. There are 2 formulas here: 1. This may. Jira Service Management has pre-configured time metrics to cover the most common IT requirements, but you can modify these or create your own as needed. The other half is creating reports to benchmark and identify areas of improvement. Resolve requests based on. In your WF this is either Rejected or Closed. Problem definition. The rule will run when a Jira Service Management SLA has breached or is about to breach. But, if you're interested in trends, want to see a different timeframe or are just more of a visual person, you may find creating a custom report more useful. Hi Janna. The SLA's are determined once the Severity of a ticket is assigned and a status is moved from open to pending or work in progress. This report shows the big picture. To be honest, it is a bit confusing going around the project settings in Jira, so I might be missing something). The table uses the following columns: Breached* Indicates whether or not the SLA was breached. Scroll down to the Jira Service Desk section and choose Configuration. Another important term to be familiar with is SLI (Service Level Indicator). These templates include pre-configured request types, workflows and other features relevant to their type. For example: Suppose I have the type of task "Buy a car" with SLA= composed of four subtasks: “Get car price”: To be assigned to resolutor A and having SLA = 1 day. See more about. Hi,. In Jira Service Management, the impact and urgency of an incident request is used to calculate its priority. I have a service desk project with the a sample 9-5 calender that is configured for 8 hours a day from Monday to Friday. For example, this image shows a rule that uses a webhook to page second-level support when a "Time to Resolution" SLA is about to breach: Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are components of Service Level Management (SLM). Choose a name that will clearly state what your SLA measures. Impact, urgency and priority are defined below. It lets users receive, track, manage and resolve requests from customers. Be aware of the “watermelon effect”, where the service provider is meeting the metrics of the SLA (service uptime, for example), while failing to support your customer’s real goals. If you have already configured the SLA's, you can open a test ticket from the portal and then review the ticket from. or other Jira applications like Jira Software or Confluence. This is a standard service desk SLADo you mean that you do not need SLA in terms of Jira Service Desk? SLA means the counter which is shown in every ticket In Jira Service Desk. Purpose. If you looked at the settings, you noticed that it uses the JQL assignee = currentUser () in order to provide a personalized queue for each Agent. The resulting number will be compared against the. 0; Jira Misc Workflow Extensions (JMWE) - 6. Our Atlassian Apps Marketing Man. For example,. Jira Service Management (JSM) comes with a number of reporting options allowing you to see your team’s performance metrics and better understand trends in your workload. Read more about JQL syntax . An example of an incident might be a specific instance of application or hardware malfunction such as data issues or network failures. Setting up the SLA time metric. Creating an SLA for the Time Zone using the JQL we just created. ). Drill down into data to discover insights. 1. Here's an example of the conditions set for the Time to resolution SLA. 8 automation pro-tips for your service desk. When you set an SLA, you select three things: Who can view your SLA: only agents or also customers on the customer portal. A time metric, which defines how and when time will be measured. Auto-triage email requests. Click on “Add SLA”. I think the SLA restarts from 0 but I haven't need to know that for a while so it will need testing or RTFM. 3. Is there an option to create/modify SLA in Jira SM using API? I am researching an option, because we want to avoid human errors during routine operations. Show the exact goal or up to 3 units of time; To render it in 24 Hour format rather than referring to the Working Hours. They want to pause the SLA until they receive the hardware from their supplier (on the expected due date), then unpause the SLA when the due date has passed.