Is possible to use Jira Service Desk SLA modul as in VertygoSLA

Atlassian has acquired VertygoSLA from Valiantys. It is incorporated into JIRA Service Desk.

Is it possible to use Jira Service Desk SLA modul as in VertygoSLA (without creating customer portal, Service Desk links...) or we also need to have our VertygoSLA installed?

Is possible (or it will be) to automatically migrate Agreement types and Agreement times from VertygoSLA plugin to Jira Service Desk plugin?

1 answer

1 accepted

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Shihab Hamid Atlassian Team Dec 01, 2013

Hey Vidic,

You can use SLAs withing JIRA Service Desk without needing to create a customer portal, queues or reports within JIRA Service Desk.

Unfortunately you will need to reacreate the the agreement types and times from VertygoSLA to JIRA Service Desk's timers and goals.

Cheers,

-Shihab

When I recreate the SLA details in SD does it apply to existing issues?

Information for using only Service Level Management capabilities of the Service Desk plug-in:

We disabled Service Desk menu and icons for creating new Service Desk issues.

Procedure:

1. As a user with administrative privileges, click Manage add-ons.

2. Click on Jira Service Desk plugin.

3. Display enabled modules (click on + sign before information about the number of the enabled modules).

4. Disable one or more Service Desk menu links, for e.g. createissue-replacement (for creating Service Desk issues), recent-request-links, servicedesk-section (Service Desk menu), servicedesk-request-portal-link, servicedesk-list-link, servicedesk-admin-create-link

>>When I recreate the SLA details in SD does it apply to existing issues?

In our case SLA details have been recalculated for issues in current project (you need to change/update each SLA - click on SLA tab, select one SLA and click Edit and then Save ...). We can see all neccessary information about SLAs in issues or reports.

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