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I create most of the JSM projects for my company. Only 1 of the JSM projects (I created) have been updated to use SLAs.
Several of the other JSM projects (one I created this week) are now impacted by SLAs created for that 1 project.
My question is, do I just remove the SLAs assigned to the projects that don't need them didn't request them? Can you help me understand why the SLAs I created for 1 project would impact several projects that SLAs haven't been set up for?
Hi @Ann Marie Lisak,
You could remove the Jira's SLAs. And if you still want reports for tracking the teams SLA, cycle time, lead time, time to first response, etc, you could use our Great Gadgets app, which does not use the SLA of Jira, but a different method to calculate it (time between workflow statuses, configurable at your choice).
See this article from our blog to make a better idea about how to track SLA and many other metrics in JSM: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management.
I hope this helps. If you need help, please contact us at email@example.com.