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How do I assign the SLA that I create to an incident?

kalvarez May 14, 2024

n Jira Service Management, how do I relate the SLA that I create to the maximum response times in an incident?

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Mikael Sandberg
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 14, 2024

SLAs are applied to issues based on the JQL you have defined in the SLA goal. So in order to apply your SLA to all incidents you could do something similar to the SLA for normal changes.

Screenshot 2024-05-14 at 2.20.25 PM.png

Just change the the JQL to be something like this:

"Ticket category" = Incidents

This would pick up all Incidents request types. If you want it to be more specific if you have multiple incident types then just change the JQL.

Carla Ann Rowland
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 14, 2024

I agree with Mikael; syntax: Issuetype = "Incidents" 

kalvarez May 17, 2024

thank you! I'm going to try it

Like Mikael Sandberg likes this

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