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

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Atlassian University Live webinar: SLAs for Jira Service Management Edited

Ben Thoma Atlassian Team Dec 01, 2020


As part of an ongoing series, Atlassian University offered this free webinar to strengthen your Atlassian product skills and learn directly from Atlassian experts.

In this webinar, we learned all about Service Level Agreements (SLAs) in Jira Service Management.

Together we covered:

  • the why and how of creating and configuring SLAs
  • monitoring and reporting to improve team efficiency and customer satisfaction
  • use cases and caveats

This webinar was intended for agents, managers, and administrators of service projects in Jira Service Management Cloud.

Watch the recorded webinar and use this discussion to ask more questions!


SLAs in JSM - Zoom Banner.png



Vero Rivas Community Leader Dec 01, 2020

Hi @Ben Thoma 

 Done, Thx.

Regards !!! 

Like Ben Thoma likes this
Uthayan I'm New Here Dec 17, 2020

Thank you

Dirk Ronsmans Community Leader Dec 15, 2020

So maybe to elaborate on Ariel's question during the webinar:

we need a way to view the Actual time that it took to handle the ticket, what are the plans to give that ability?

Yes, we can view all issues that have a certain SLA completed by using for example "time to Resolution" = completed() and then adding the column "time to resolution" but that shows the time remaining on the SLA and not the time that was elapsed since the SLA started counting.

Is there any way to show that on a column?

Like Brittany Wispell likes this

@Dirk Ronsmans not out of the box, but perhaps you could use an automation rule to do the calculation of elapsed time and set a custom field value on a ticket.

Like # people like this

Will the new skillbuilder have any new content which wasn't already covered in the old skillbuilder 'ASB-410 JQL in Jira Service Desk'?

Hi @Gautham Hari , yes, the SLAs in JSM Skillbuilder examines SLAs in JSM in depth, along with use cases; the Skillbuilder course will cover more material than we were able to cover in the University Live webinar on 15 Dec. JQL is only a small part of the SLAs in JSM course.  

Like Gautham Hari likes this

Thank you, Julia! Looking forward to the skillbuilder course.


Log in or Sign up to comment

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you