Functional Questions

How do we determine an issue type (e.g. SR, Incident, Change,Problem) in Jira ?

Can you please confirm you have SLA per issue type?

Can you please confirm the hours logged against an issue , is this down to issue type or only total per issue?

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You can create your own issue types in Jira.  This can be done by going to Cog Icon -> Issues -> Issue types.   The instructions in that link have more details on how to do this.

But those specific issue types you listed, and the ability to have SLAs against issues in Jira are specific additions created when you install the Jira Service Desk application to Jira.   Jira Core and Jira Software won't have SLAs for their issues, but this is something that Service Desk projects can display and track.

As for time logged against an issue, provided that time tracking is enabled in Jira on the system level, then yes you can actually track the time users enter for work logged against issues.  This is not logged on the issue type, but rather on a per issue basis.

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