Dynamic SLA

Sreenivasulu August 19, 2024

Hi Team,

Please help on this

JSM allows for fully custom SLAs that dynamically adjust based on development time, or if we need to pre-configure specific SLA time frames and manually assign them as required.

 

 

could you please elaborate how SLA will work's

2 answers

2 votes
Ingo Volkhausen
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August 19, 2024

Hi @Sreenivasulu 

 

I think a good starting point to get a feeling how it works can be found here:

Setting up SLAs | Jira Service Management Data Center 5.17 | Atlassian Documentation

Some basic examples to dive in are here:

Example SLA configurations | Jira Service Management Data Center 5.17 | Atlassian Documentation

1 vote
Mark Higgins
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August 20, 2024

Hi @Sreenivasulu 

SLA's are JQL statements that you can modify to suit your requirements.

Screenshot 2024-08-21 141903.png

 

Out of the Box, they are normally set to 'Ticket Category' = "incidents" and then depending on the priority, sets yor SLA for that combination.

However, you can change the JQL to suite your requirements.

Inthe above example, I have added request-channel-type = email, so that the SLA works when the Email channel is used.

You could therefore set your SLA's for the email channel to be twice what comes in via other channels, if you wanted.

Hope that helps.

Mark

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