How to create a Time to First Response SLA in Service Desk?

There is a "Time to First Response" SLA in Service Desk out of the box, but I accidentally deleted and am doing something wrong when I try to recreate it. Can you tell me the parameters of the SLA? I tried adding  "Time to first response" = breached() or "Time to first response" != breached()) in the JQL field, but Time to First Response isn't recognized as a field.

2 answers

Go to JIRA Service desk project

Go to SLA tab

Then create a new metric.



check : issue created


check : Comment: For Customers

check : Entered Status: Resolved

I would have thought so, too. smile

Though I don't want resolved as part of the SLA and comment for customers isn't my metric, but it's basically the same.

Start on Issue Created

Stop on Entered status: First Tier

That's where I started. It only showed one issue in the last 30 days out of many. Does it not show the past? The other SLAs and reports do.

Then I started entering JQL: project = (project name) AND "Initial Response SLA" = breached() with a custom calendar and as a second goal

project = ATLPAS AND Service in (Atlantis, "Other Service") AND "Initial Response SLA" != breached()

And various other combinations. One issue shows up, and it's out of SLA. The other 63 don't show at all.




@Melody KirkWagner were you able to sort this in the end? i have the same issue and can't seem to get it working.

I did not. I worked through all kinds of configurations and the metric never worked.

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

333 views 0 12
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot