How do I map target response and resolution times to ticket priority levels?

[Tom langton]

for example a P1 may want to track 1 hour response and 4 hour fix for an incident. A P3 may have 8 hours and 1 week.

I am sure there is an easy answer but not sure I a finding it as easy as expected :)

Thanks

[Robert Wen_ReleaseTEAM_ · Accepted solution]

Hello @Tom langton ! Welcome to the Atlassian Community!

What you want to do is set up Service Level Agreements (SLAs) in JSM.

For each of your issues, you want two SLAs: Time to 1st Response, Time to Resolve.

Your SLA goals are going to be based on the Severity (P1 vs P3), which the SLA will differentiate through JQL.

Documentation is here: https://support.atlassian.com/jira-service-management-cloud/docs/create-service-level-agreements-slas/

[Tom langton]

Many thanks! this does make sense now. It would be lovely to have this configuration by tick/pick boxes but that's me just being lazy. Once setup, hopefully won't need to play with it for some time . 

I see I have 2 SLAs created by default I will just need to configure the existing goals to pick up priorities as per the link you supplied..

Many thanks for the quick response!

[Robert Wen_ReleaseTEAM_]

happy to help!