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

This widget could not be displayed.

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
This widget could not be displayed.

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 Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity! more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

8,734 views 9 28
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