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Atlassian University Live webinar: SLAs for Jira Service Management

Ben Thoma
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
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
Rising Star
Rising Star
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.
Dec 01, 2020

Hi @Ben Thoma 

 Done, Thx.

Regards !!! 

Like Ben Thoma likes this
Dirk Ronsmans
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
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
Joanna Thurmann
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Dec 17, 2020

@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'?

Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Dec 17, 2020

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.


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