Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Advice on managing SLAs for Internal issues


I'm seeking advice on best practice options for managing SLAs, more specifically the "Time to first response" SLA in scenarios where we need to log an internal issue where the "customer" is not external.

Probably 99% of ticket issues that come in, come in from customers where the SLA is required.  But for the 1% of ticket issues that are internal to the IT team this SLA is not relevant.  

For example we had an incident issue logged today which was assessed as Major.  This triggered our Major incident management proces and after it was resolved a Post Incident Review Issue was logged.  This is an internal issue but it still has the "Time to first response" SLA attached to it.

Open to ideas and suggestions.


0 answers

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

479 views 3 13
Read article

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