Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

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
4,463,500
Community Members
 
Community Events
176
Community Groups

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

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

 

1 answer

1 accepted

5 votes
Answer accepted

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/

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!

Like Robert Wen_ReleaseTEAM_ likes this

happy to help!

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Site Admin
TAGS

Atlassian Community Events