It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can I set up more than 1 metric for a SLA.

I currently have one for Time of resolution

But I want to set up time to first response as well.

Will this affect the first SLA metric?

Thank you


1 answer

1 accepted

0 votes
Answer accepted
Jack Community Leader Mar 19, 2018

certainly. I don't know what the limit is but I have as many as 3 on some projects: Time to Resolution, Time to First Response, Non-responsive Customer.

Hi Jack

Thanks for your response.

What metric did you set up for Time to First Response - the start and stop entries - thank you

Jack Community Leader Mar 20, 2018

TTFR: Start = Issue Created, no pause, Stop = Comment: For Customer

NRC: Start = Entered Status: Waiting for customer, no pause, Entered Status: Done, Entered Status: Waiting for support

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

1,503 views 9 16
Join discussion

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you