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SLA Configuration

Hi All, 

I am trying to configure the SLAs on my request types, and i have made some SLA's but when i go back to the request type it is showing as this image.png

am i doing something wrong?

2 answers

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Marc Koppelaar
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Nov 10, 2023

Hi @Molly Marshall 

Welcome to the community

No you're not doing anything wrong.

The SLA are setup and managed from the SLA settings section.

In the request type it's shown as you mention. You can set SLA's as specific fields in a request.

SLA in team managed projects

SLA in company managed projects

Hi Marc 

Thank you for coming back to me, so i have created the SLA's in the settings but thats where im lost, as i then cant add them to the request types? 

 

image.png

I have followed the instructions that are on the links you sent, but then it doesnt seem to give me the next step 

Marc Koppelaar
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Nov 10, 2023

Hi @Molly Marshall 

SLA can't be added to request type, only to the issue view as explained above by @Valerie Knapp .

SLA's are triggered when issues, based upon request types are made. 

SLA information is for agents only.

If you need to visualise SLA information on the portal you require an app from the Atlassian Marketplace.

See as example: extension-for-jira-service-management 

Like Valerie Knapp likes this

Thank you so much thats been really helpful @Valerie Knapp @Marc Koppelaar 

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1 vote
Valerie Knapp
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.
Nov 10, 2023

Hi @Molly Marshall , welcome to the Atlassian Community and thanks for your question.

This is the view of how you want to interact with the SLA's inside of the ticket -

image.png

So, you can drag it up or down, or under the heading 'Hidden when empty fields', if you don't use SLA's for some request types, for example.

If you have already configured the SLA's, you can open a test ticket from the portal and then review the ticket from inside Jira to see if you like where / how the SLA's are displayed and tehn modify the issue view accordingly.

I hope this helps you.

Cheers

Hi @Valerie Knapp how do you get to this page?

Valerie Knapp
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Nov 10, 2023

Hi @Molly Marshall , I am inside of the Project Settings and then the Request types section -

image.png

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