Dynamic SLA

Question

Hi Team,

Please help on this

JSM allows for fully custom SLAs that dynamically adjust based on development time, or if we need to pre-configure specific SLA time frames and manually assign them as required.

could you please elaborate how SLA will work's

Mark Higgins · Answer

Hi @Sreenivasulu

SLA's are JQL statements that you can modify to suit your requirements.

Out of the Box, they are normally set to 'Ticket Category' = "incidents" and then depending on the priority, sets yor SLA for that combination.

However, you can change the JQL to suite your requirements.

Inthe above example, I have added request-channel-type = email, so that the SLA works when the Email channel is used.

You could therefore set your SLA's for the email channel to be twice what comes in via other channels, if you wanted.

Hope that helps.

Mark

Ingo Volkhausen · Answer

Hi @Sreenivasulu

I think a good starting point to get a feeling how it works can be found here:

Setting up SLAs | Jira Service Management Data Center 5.17 | Atlassian Documentation

Some basic examples to dive in are here:

Example SLA configurations | Jira Service Management Data Center 5.17 | Atlassian Documentation