Can you manually adjust SLAs?

Question

Hello,

For the first response SLA, we have a service that picks tickets up outside of working hours and then rings one of our engineers to investigate the issue. Sometimes, the SLA in Jira is not accurate because we do meet most SLAs but the engineer may have been slower changing the status on the ticket.

Is is possible to manually adjust the SLAs if it was wrong for instance or doesn't show the true picture?

Thanks,

George

George Bliss_vl36ti · Answer

Thanks Zoey - this is really helpful.

Zoey Wang · Answer

Hi @George Bliss

I am afraid not. Regarding the situation "the engineer may have been slower changing the status on the ticket.", is that an individual or a general case in your team? If it's the latter, I would suggest reviewing the SLA rules (esp. the Condition component settings )which should align with the actual development practices of the team. That would reflect the true picture as you mentioned. Or automation setup might be worth thinking about. This support documentation is for your reference - giving a holistic view of how to utilize SLAs.