Service Level Agreements

Adam Taylor_spkd29

Hello, 

We have two set SLA's within Jira Service Desks which is for 'Time to Resolution' and 'Time to First Response'. I have a question on each.

• Within the Time to Resolution SLA, we wish to change the time goals but need to know if this will have a knock on effect to previous tickets or if it will only effect newly created tickets? I've previously tried to create a second time to resolution rule where it looked at a timestamp >= set date but it would add both SLA to the ticket as would class it under the new rules and also under 'All remaining issues' from the old rule (can this not be removed?).
• Secondly with the time to first response, can we set it so that when a ticket is created, it is not assigned automatically to a service desk user? We have to have auto responses in place but we don't want that to class as the first response to pause the SLA. Is there a simple way around doing this?

Olga Videc

Hello @Adam Taylor 

SLA metric will be recalculated but only for issues that haven't reached the end state of your SLA.

Second part

Yes, you can set what triggers your SLA, and what pauses it. Check your pause conditions.

Go to your project settings - > SLA to edit it.

If the issue is automatically assigned this is not because of SLA, you have some automation doing it.  OR you have default assigne.

BR, Olga