Is there anybody who can help me to set up SLA in service management in both Incident and service request. For ex: * Medium severity is 4hrs - 8 hrs response time * High severity is 45 mins - 2 hrs response time * Urgent severity is 15mins -1 hr response time Tried to use this: 15m - 9-5 Calendar days - issuetype in (Incident, "Service requests") AND priority = "Severity 1" not sure if this will work. Appreciate your help on this. Thank you

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How can I set up SLA

Janna_cg7vmf

Is there anybody who can help me to set up SLA in service management in both Incident and service request.

For ex:

Medium severity is 4hrs - 8 hrs response time
High severity is 45 mins - 2 hrs response time
Urgent severity is 15mins -1 hr response time

Tried to use this:

15m - 9-5 Calendar days - issuetype in (Incident, "Service requests") AND priority = "Severity 1"

not sure if this will work. Appreciate your help on this.

Thank you

Accepted answers

Mark Higgins

Hi Janna,

Your SLA's are similar to ours.

We have two calendars, one is a business operation calendar that runs from 8am to 6pm, Mon to Fri, and the other is the Default 24/7.

The low and medium work on the ITO calendar and the highest / high on the default.

Let me know if that helps?

Mark

Would help if the pictures where there :-)

All comments

Mark Higgins

Hi Janna,

Your SLA's are similar to ours.

We have two calendars, one is a business operation calendar that runs from 8am to 6pm, Mon to Fri, and the other is the Default 24/7.

The low and medium work on the ITO calendar and the highest / high on the default.

Let me know if that helps?

Mark

Would help if the pictures where there :-)

Janna_cg7vmf

Hi Mark,

Above screenshot is example of our SLA, Is it possible to use one JQL query for incident and service requests?

For example, critical-time

15mins to 9 to 5 calendar days-Ticket category in ("Service requests," "Incidents")

Mark Higgins

Hi Janna,

time to first response.png

You should be able to create the JQL with priority = highest and (issuetype = incident or issuetype = servicerequests)

However its not something we require at present?

Pls let me know if it does / does not.

Cheers

Mark

Janna_cg7vmf

Hi Mark,

Thank you for that. I have a last question, how do you configure your JQL for Time to resolution, Time to review normal change and Time to close after resolution? is the same configuration with Time to first response?

PS. I used

priority = "High" AND issuetype = "[System] Incident" but It doesn't work

Thank you so much for your help

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