How can we define SLA for the transition of statuses between two status in JIRA or JIRA service desk?


For instance, if we say that time between ticket or event identified as an event of interest, updating ticket and assigning to a team/queue is 20 minutes.


Then from here how can we set this SLA of 20 minutes for these two transition of statuses.





1 answer

Hey there,

define one SLA in the SD Tab SLA.
Start in Status A and Stop in Status B - optional Pause when set on Hold or so ..
And you got your Status to status SLA.

For the time interval set your JQL statement and a Goal of 20m in your calendar of choice.


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