Need help with Jira Service Desk SLA configuration.

Question

Need help with the Jira Service Desk SLA configuration.

Time to Response - 9 am to 12 pm (The tickets will respond in between 9 am to 12 pm which are created from 9 am)

Time to Response - 12 pm to 4 pm (The tickets will respond in between 12 pm to 4 pm which are created at 12pm)

Time to Resolution - the tickets which are created between 12 pm to 4 pm must be closed by next day 12pm.

Could you please help me how to achieve this in Jira Service Desk SLAs.

Andrews_iqbso0 · Answer

Hi @Alex Laycy

Currently we do not have the SLA visibility for intermediate transactions in CHD (Issue) history.
For instance, in the below CHD-47403 we cannot view the SLA when ticket was moved from L1 to L3 query or during L3 responded .
Team requested to display the SLA during intermediate transactions.

FYR... I have attached the screen shots.

Also I have attached the word document in that i captured the workflow and SLA configuration.

Alex Laycy_dvwa4f · Answer

Hi @Andrews ,

If you visit the link below (changed to your instance URL), you'll be able to setup new SLA's if you have the correct administrative permissions - this documentation should take you through it, while setting up calendars to use for each SLA is covered here.

https://ABC.atlassian.net/servicedesk/admin/ABC/sla/custom/new

Let me know how you get on after going through those and if you need any more help!

- Alex