There are multiple ways to define an Initial Response SLA but if you want to define them with different reset conditions, look no further! Next-Gen SLAs are here!
Before we dive in, we have a few spaces left for our Next-Gen SLAs webinar on Tuesday 23rd February 2021 at 16:30 GMT. Join us for an exclusive live demo of the new features. You’ll also have a chance to get your questions about Next-Gen SLAs answered, as we look towards the future of SLA management within Jira. Register to save your space!
If you’re already a Time to SLA user, then you can start using Next-Gen SLAs right away. Simply log into your Jira account, click on “Time to SLA” in the header menu, and select the new “Next-Gen SLAs (BETA)” option.
With Next-Gen SLAs, you’re in the driver’s seat and can take full control of your SLAs with:
Once you have clicked on the “Add New SLA Definition” or “Edit” buttons within the main SLA configurations page, you will be greeted with the below page. Let’s take a look at what each feature does…
Start, stop and reset conditions are what we call point conditions. They define a point within an issue’s lifetime, such as when the issue was assigned or when the status changed to open for example.
When there are multiple pause intervals, all of them will be applied to the SLA. Let’s take “assignee is EMPTY” and “team is EMPTY” for example. Here, the SLA will be paused when the assignee is EMPTY, the team is EMPTY or both of them are EMPTY.
5. Here, you can set your goals.
By default, there is always one goal but this can be disabled.
You can add an unlimited number of goals through the “Add new SLA goal” button.
All goals, except for the default goal, have to include a JQL or a priority.
Goal selection is a two-step process. First the goal type and then the goal itself.
6. This is the Calculation Method for the elapsed duration. Please note, a cycle is each interval between a consecutive SLA start and endpoint within an issue’s lifetime. By default, each cycle starts with the earliest start point and earliest end point.
7. The Critical Zone is a parameter that you can set to signal when an SLA has reached what you would describe as critical. Once an SLA enters this zone, it will change color from blue to orange.
8. The Asynchronous Update allows you to execute SLA calculations asynchronously.
Please let us know what you think and we look forward to you joining us at our webinar on Tuesday!
Gökçe Gürsel _Appfire_Marketplace Partner
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