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Setting up SLA for my JSD

Magnus_5js2vt

I need to set up SLA parameters for my Customer Portals and I have 2 different questions

1. How do I change name from Highest --> Low to Priority 1 to Priority 5.

2. How would you build this SLA tree on the best way. Incident

Priority : Work in progress : First Response : Recurring Feedback : Time for resolution

1 30 min 1 hour 1 hour 1 working day

2 1 hour 2 hours 1 hour 2 Working Days

3 4 hours none none 3 Working Days

4 2 Working Days none none 5 Working Days

Accepted answers

All comments

Olga Videc

Hello @Magnus

To change your SLA name you go to project -> settings -> SLAs

Best way to do this SLAs is to create a SLA and add goals

And add goals based on JQL

priority = high goal = 20m

priority = low gaol = 2d

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

Jack Brickey

note: if you are wanting to change the terminology of the priority field itself you can do this BUT be aware that it is a system field and ALL project in your instance will change.

Bhushan Marathe

Hi Magnus,

You can create new priorities and set a new priority scheme for the project. This will allow you to have specific priorities restricted to the project. As mentioned above by some experts , SLA can be configured based on JQL statements under Project Settings -> SLA

Thankyou!

Bhushan

Magnus_5js2vt

Thanks, How do I add holidays for a Country. Do I need to add this manually ? @Jack Brickey or @Bhushan Marathe @Olga Videc

Magnus_5js2vt

Hi how do I add holidays to my Calender this will have effects on calculation for working days SLA. @Bhushan Marathe @Jack Brickey @Olga Videc

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