On that page you'll see several related articles Will walk you through creating well formed SLAs. See examples of what series and their associated JQL filters may be useful to you. Scroll down to the Jira Service Desk section and choose Configuration. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a JIRA projectId, and projectName. Service Desk SLA works independently, You cannot set custom fields that time will be taken from and included in SLA calculations. Chris Webber Jun 06, 2018. Making the Time Goal dependent on the time when the issue was created is not possible in my opinion. You might want to also add a "AND "name of SLA" = running () to get. You can select the SLA to monitor, and the time before or after. To manage these settings: Choose > Applications. To create a report to see how many requests come from each location: From your service desk project, go to Reports. Under Time goal, set up a target time for the issue to be resolved. In the SLA metric names section,. Choose the CSV source file that you want to import. You can set a countdown to start when a user chooses a status “Waiting for support”. Oct 10, 2023 Understanding SLA (Service-Level Agreement) in Jira Service-level agreement (SLA) within the context of Jira refers to a set of contractual commitments. It helps your agents prioritize issues, and identifies the required time for actions to be taken to resolve. To embed a widget: From your service project, go to Project settings > Widget. For example, If you need a software license such as Microsoft Office, raise a request here. 2019 and due is 09. From there, you can. Align SLAs with the customer’s desired outcome. This is the reference document for the REST API and resources provided by JIRA Service Desk. This example looks at how you might create a very basic SLA for a service desk project with a basic workflow: Basic SLA configuration. This example looks at how you might create a very basic SLA for a service project with a basic workflow: Basic SLA configuration. Here's a look at how you use JIRA Service Desk SLA designer to set the conditions for the time metrics:. You can set this while creating a new dashboard also, here's. It details the regular and additional services offered and the level of service. It shouldn't be overdue, as the Time Goal for this one is 16h. . Setting up the SLA time metric. Read about how to connect to the Atlassian Data Lake. Jira Service Management is built upon the Jira platform. Select more (•••) > Convert to subtask. This report shows the big picture. The new SLA rendering feature only shows a maximum of 2 units of time in the SLA goal for readability. Jira Service Management comes with reports on customer satisfaction, but a custom report can help. For example, a goal of 1w 6d 24h is showing as 1w 6d, which gives Agents a wrong impression of the SLA goal. Jira Service Management provides powerful built-in SLAs (service level agreements), so teams can track how well they're meeting the level of service expected. 1. John wants the ability to reset the SLA manually so he can fix the problem for these two tickets and future similar cases that can occur. View topic. One filter could display active non breached SLA's, the other could show breached SLA's. Jira Service Management projects will come with a few SLAs by default, but this is a great opportunity to customize the expectations for your. You can access more information about the Project via the Jira Cloud platform REST API. Reply. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Define start, pause and stop conditions for your SLAs. Jira Service Management creates duplicate tickets for each message sent to the connected email account. To create a new metric, from your service desk project sidebar, select Project settings > SLAs > Create SLA and fill in the following conditions: Step 1: Creating an SLA. Document collaboration. By default, Jira Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week. Managing queues at scale in Jira Service Management. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a Jira projectId, and projectName. We’ll cover Jira workflow best practices as well as some practical examples. You can then assign that calendar to an SLA. All the solutions are achieved by the same basic function which is a JQL filter. I don't see a way to create an SLA (for internal use) around a normal, non-JSD software ticket. A simple query in JQL consists of a field, followed by an operator, followed by one or more values or functions. How does Jira Service Management process email requests? Email process for POP, IMAP, cloud, and other email types; Change how emails are processed across service projects; Test your custom email channel connection; Change how you process emails in global mail settings; Manage your allowlist; About email logs in Jira Service ManagementAs discussed above, although the terms incident vs service request are often used interchangeably, there still lies some significant difference between the two. You control the SLA period under the Goals section. It works for Jira Software, Jira Core, and Service Management. The good. Hi JIRA Community, I was able to resolve this. Slice and dice your data. If you change the goal to 4 hours: As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. To create a report to see how many requests come from each location: From your service desk project, go to Reports. 6. All highest and blocker. This tracks hours from 9am to 5pm, Monday through Friday. Performance. Scroll down to the Jira Service Desk section and choose Configuration. Service management and customer support. Check out the recommended reports below to explore how reports benefit your organization. JIRA Service Desk is built upon the. Service project team members who work on customer requests can: View the customer portal, queues, reports, and SLA metrics for a projectBoost your productivity by learning how to use advanced search with Jira Query Language (JQL) in Jira Service Management. Connor May 07, 2020. Some service contracts involve agreements on response times, or SLAs (Service Level Agreements), to solve requests. You don’t need to recopy the code. Publish and Share Service Desk Reports with all your stakeholders and bring transparency to people even outside the Service Management team. Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management. For Time to Response. A time metric, which defines how and when time will be measured. Write JQL queries for SLAs. key}} - has breached its "Time To First Response" SLA. Mar 30, 2023. This tracks hours from 9am to 5pm, Monday through Friday. Originally known as Jira Service Desk, Atlassian reintroduced the platform as Jira Service Management with multiple enhancements designed to benefit modern support teams in the. If you change the goal to 4 hours:See Example: Creating a basic SLA for an example of setting up an SLA that uses a 9-5 working day SLA calendar. In this guide, we’ll explore the power of workflows in Jira. As a paid option, with Time to SLA, you can create detailed reports including elapsed time and remaining time for your SLAs, including start/end and target dates. Problem definition. SLA So, SLA allows us to set automatic deadlines for each type of request. The level of customer satisfaction (CSAT) This is arguably the most important metric for many IT service desks given that they exist to serve their customers. Hi @Miguel Belen, You should make sure the due date field is available for your Service Desk project, as described in the documentation: For this SLA to trigger, configure the Due field to display on the Issue type screen, and set the Due field when the issue gets created. This report shows the information about one SLA measure (in this example: "Time to first response"). Slice and dice your. Create a problem issue type for your service project. Enter your service project, then go to the “Project settings” tab, then click on “SLAs”. Jira Service Desk calculates minutes, hours, days and weeks by using the working hours set in the associated calendar. Click New report. These categories are pre-built into the IT service management template, but they can also be added to any of your projects through the Features page in your Project settings. To manage these settings: Choose > Applications. Cube Apr 20, 2022. You’ll see an expander under that where the corresponding cycles are listed. Similarly, if you’re in Western Europe, or. g. If using that version or higher, refer to Automating your service project. For example, if you create an SLA named Time For First Response in a Service Management project; a new custom field will be created with the exact same name. If you don't have a Rest client, you can also proceed with that within a cURL command as my example below where I'm reconstructing the SLA of the issue "DEVSPT-1453" curl -D- -u username:password -X. If an SLA has been incorrectly stopped or closed SLA cycles are wrong, it is possible to use the SLA Reconstruction Resource to forcibly recreate the entire SLA value, including completed cycles, from the recorded issue history. January 1, 2014 through December 31, 2014. Select Add SLA. I have two questions: - We use JIRA Cloud. You can then assign that calendar to an SLA. The REST APIs are for developers who want to integrate JIRA Service Desk with other applications, and for administrators who want to script configuration interactions with JIRA Service Desk. Click more ( ••• ) > Import issues from CSV . Scroll down to the Jira Service Desk section and choose. For those of us who administer Service Level Agreements (SLAs) in Jira Service Desk , the ability to associate a calendar with an SLA is critical to configuring the SLA. An example of an incident might be a specific instance of application or hardware malfunction such as data issues or network failures. 1. How to set SLAs. Regards, Marco Brundel. Turn on the major incident toggle in the details section of the issue. thanksSLA End Date is a TTS-SLA attribute that you can use in your ORDER BY clauses. Choose if you would want to share settings with an existing project. to make it clear; the counter for task_1 started at 03. Connecting Jira issues to the rest of your tools helps break down barriers and unleash the potential of your team. Keyboard shortcut: 'g' + 'g' + start typing 'service desk' Use the Allow project administrators to create SLA custom fields option. For example, a goal of 1w 6d 24h is showing as 1w 6d, which gives Agents a. 2. Secondly you will also need to add an automation in the same area for when a user replies, it will transition from the reminder statusses to for example "response received" to stop the SLA timers. But, if you're interested in trends, want to see a different timeframe or are just more of a visual person, you may find creating a custom report more useful. But that’s not all – SLAs can also help identify areas for improvement. It calculates a month and a year by using approximations of 4 weeks and 12 months respectively. Table for SLA data SLA. Get an overview of the "Change management overview" dashboard template. You can calculate averages and sums of those durations grouped by issue fields you select. Critical - Fix the issue in 4H. Engineer picks the ticket and sends a update to client between 0-60minutes and the SLA is met. This tracks hours from 9am to 5pm, Monday through Friday. Set up SLAs to track your team’s performance. It calculates a month and a year by using approximations of 4 weeks and 12 months respectively. In the second rule, we send an email notification when the ticket has breached it's SLA. You probably saw that one of the default queues with Jira Service Desk Cloud is “Assigned to me”. # The returned queues will include an issue count for each queue (represented in issueCount field) # if the query param includeCount is set to true (defaults to false). Be aware of the “watermelon effect”, where the service provider is meeting the metrics of the SLA (service uptime, for example), while failing to support your customer’s real goals. In the SLA Manager of SLA Time and Report add-on, create new SLAs, choosing your Project, Work schedule and the START/PAUSE/STOP conditions based on priority and response time (see the table above). Jira Service Desk calculates minutes, hours, days, and weeks by using the working hours set in the associated calendar. Hi @WasimBuden . The Calendar is Monday to Thursday 8 working hours, starts at 8:30 am to 17:30pm. This document identifies the services required and the expected level of services between MM/DD/YYYY to MM/DD/YYYY. Things to Remember. As an example, your SLA. This guide instructs how to configure notifications in Jira Service Management that will be sent when an SLA has been breached. Browse through our whitepapers, case studies, reports, and more to get all the information you need. Atlassian Team. Resolution set and resolution cleared are events in Jira that can be listened for i. In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk. The EVENT_TIME. Your Jira admin or project admin can set SLAs in Project settings > SLAs. In our setup, we have a servicedesk project per customer. You can use the template for "Keep on top of SLAs" which uses the following criteria: WHEN -> SLA Time Remaining (select the SLA. It gives the possibility to set the comment as a start/pause/stop condition for the SLA timer. Jira Cloud SLA goals have two primary types: Time Limit and Negotiated Date. EG, when adding a new queue, we have to create also SLA for it, same when editing. Only Service Management Agents are able to view the SLA metrics on a particular issue. Select Add rule. For example, if your business operated in New York and Rio de Janeiro, your service project agents can add a location label to requests from each region. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. Our 9-by-5 support offering is actually a global offering. Example: 1. They involve setting a predefined time an issue or task should be resolved or completed. Responders have access to workflows to guide the resolution process and can enact automation, or. SLA Time and Report app can help if you are on Cloud (it's developed by my team). A help desk SLA (service even agreement) is an official contract between the service provider and the end user describing the level to service into be supplied. Select the Event Type drop down and choose Jira Issue Dates. For example, if you have a list of available Microsoft Office license numbers on your intranet, add a link so they don't need to open a request. 2. Jira Service Management has pre-configured time metrics to cover the most common IT requirements, but you can modify these or create your own as needed. Here is a Guide on SLAs - what-are-slas-and-where-can-i-see-them-in-my-service-desk. SLA1 Plan for Customer-1. Jira smart values - JSON functions. com In Jira Service Desk, SLA information is displayed everywhere – in queues, issue detail view, in Jira issues themselves, and in the SLA dashboard – so SLAs are always front of mind. Multilevel SLAs can support a business's customers or the business's various internal departments. An example of something I'd like to create: If Priority is High, then first response is <24 hours. While service requests can be scheduled later with a simple issue tracker. It details the regular and additional services offered and the level of service. Jira Service Management resource library . To set up an automation rule: In your service desk project, select Project settings > Automation. However, you can use JIRA subscriptions to augment Service Desk's SLAs to get this functionality: Configure your SLA, I used "Time to Resolution" Configure a JQL filter. To create a report to see how many requests come from each location: From your service desk project, go to Reports. SEV 2: A major incident with significant impact. When you configure a rule, you can specify WHENs and IFs, then use the webhook to define your action. 5. I have a service desk project with the a sample 9-5 calender that is configured for 8 hours a day from Monday to Friday. If an SLA has been incorrectly stopped or closed SLA cycles are wrong, it is possible to use the SLA Reconstruction Resource to forcibly recreate the entire SLA value, including completed cycles, from the recorded issue history. Select SLAs. For example, if you create an SLA named Time For First Response in a Service Management project; a new custom field will be created with the exact same name. It’ll also give people an immediate sense of any trouble or challenge. Project admins can create SLA goals that specify the types of requests you want to track and the time it should take to resolve them. But across these various activities, IT is seen as a service that is delivered to customers within an organization. Create an SLA (or edit an existing one) Choose the start condition (when should this SLA start to count down) Choose stop condition (when should the SLA stop counting) Under goals, set the desired JQL queries to match your issue (example issuetype = incident) This means that every issue that meets the start condition from step 2 and is. 4 and higher. If you are not on Cloud, you could for example make a scripted field in Adaptivist Scriptrunner which would show you the information but you would need to do some coding . You can try SLA Time and Report, which tracks the SLA status for each task. 5. In many cases, you can use either the Jira Service Desk. Only applicable for sites with Jira Service Management subscriptions. Create a new calendar. See the image below for how you could set up this SLA in Jira Service Desk:We’ve provided this example for illustrative purposes only, to help you understand what kind of data gets sent, as well as the format of the payload. 2. : Time to resolution. Signatories: 2. Create a request type for each of the requests you'll handle. At a high level, a security context is exchanged when the app is installed, and this context is used to create and. Jira Service Management webhooks let you send information to third party web services without the need for a third party app. For example, the IT service desk provides different services to all requesters, and each service item has a unique SLA that details the service that will be. This tracks hours from 9am to 5pm, Monday through Friday. To get you started, Jira Service Management comes with two default calendars: Default 24/7 calendar. Jira Service Desk includes specific JQL syntax that can help you sort through the details of your requests and issues, and make sure you're hitting your SLA goals. In the SLA metric names section,. This is now available in Jira Service Management 2. 1. For more advanced branding, the Refined app for Jira Service Management allows teams to design themed help, support,. Scroll down to the Jira Service Desk section and choose Configuration. If your SLA goals use overlapping JQL filters, your JQL queries may return unexpected results. Tip 4: Use “current user” to create queues that work for all your agents. You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. To create a new calendar in your service project: IT Help Desk primary first level support. ). Major - Fix the issue in 8H. Maybe some issues were not from Jira Service Desk but from Jira Core or Jira Software. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. Scroll down to the Jira Service Desk section and choose. atlassian. . Our Atlassian Apps Marketing Man. Jira Software. But, if you're interested in trends, want to see a different timeframe or are just more of a visual person, you may find creating a custom report more useful. A quick overview of JIRA Service Desk. Here's how you can prevent an SLA breach by using the SLA Time and Report add-on: 8 hours before the end of the SLA – notify on the Slack channel. JIRA Service Desk has been around for a few years now, and it has been the fastest growing product made by Atlassian. To create a new calendar in your service project:One of the most popular ITSM help desk offerings is Jira Service Management (formerly called Jira Service Desk). We are increasing the amount of time targets a single SLA goal can handle by allowing you to group priorities under a single JQL clause. How to set SLAs. One of the features that stands out is “SLA breach approaching”—it allows you to set up SLA alerts. By default, Jira Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week. To view your service desk's reports or create new ones, select Reports in your service desk project sidebar. If your P3 for example, are only from 8am to 6pm, Monday to Friday, then a ticket raised at 5pm. As you have likely already found, there are two such tables in the database by the names of. SLA breaches. JQL queries have an order of elements that need to be followed when creating SLAs (service level agreements). This metric is calculated by taking the operating cost of your service desk and dividing it by your ticket volume. Our 9-by-5 support offering is actually a global offering. We originally expected the sla to come in the format of dd/mm/yy hh:mm. ”. Automation. For example, you can post a message in a Slack channel when a major incident occurs. NOTE: In this example i’m. Workflows can be associated with particular projects and, optionally, specific issue types by using a workflow scheme. Hey @khalid alqahtani. Support Portal Priority = "High" AND "Created Outside of Business Hours" = False Then the goal is 1hr (using a calendar of 9-5) Support Portal Priority = "High" AND "Created Outside of Business Hours" = True then. With Jira Service Desk, reports can be created easily and updated live without any required knowledge in coding. Bottomline. But, by using this automation rule, you can auto-triage requests to classify them properly based on their content. 0 scopes required:Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. A goal, which defines the target to be met. ) No labels Add Comment. E. Christopher Berry | September 1, 2022. Make the best business decisions for your help desk by analyzing the 8. I see that you are using Jira Service Desk Server and have some questions about the database tables in use here for SLAs. You control when an SLA starts/stops/pauses in the Conditions section. SLA Reporting. The incident management and problem management are core ITSM processes in every organization that offers services to. Past SLA cycles show only in the agent view and aren’t available in the customer view. The creation of a new SLA will result in the creation of a new custom field. You can also view the number of SLA fields being used, and clean up unused fields. 12. But, if you're interested in trends, want to see a different timeframe or are just more of a visual person, you may find creating a custom report more useful. To run SLA based on request types, you need to modify the SLA. pkey = 'TEST' and i. Define a list of goals for your SLA based on time to resolve, working hours. This is a standard need for anyone running a 24x7 support operation. Jira Service Desk - 4. In the heat of a service outage, the response team is under a lot of pressure and every second counts. set the custom field for the next time to check for updates. Users can now choose SLAs in the Chart by and Group by dropdowns of charts, and can incorporate SLAs into calculations in Custom Charts. Answer accepted. SLA timers help you visualize how much time you have left to meet your team's service goals, so you can keep track of what needs to get done. Jira Work Management. 1% of the time. If you edit an existing SLA, Jira Service Desk will re-index all the existing issues in the project; the re-indexing will ensure that the SLA status on the open. Select Custom rule from the list and then select Next. We have also included the public holidays. They want to pause the SLA until they receive the hardware from their supplier (on the expected due date), then unpause the SLA when the due date has passed. You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. Associate the created field with the necessary screens. Create as many configurations as you have values under your custom field 'Reported group'. Is there an option to create/modify SLA in Jira SM using API? I am researching an option, because we want to avoid human errors during routine operations. See Field input formats, for details of each field's JSON semantics and the values they can take. Select Next. Email this Issue and Jira Automation are both quite useful if you want to do more sophisticated mail rules right within Jira. SLA timers help you visualize how much time you have left to. JIRA Service Desk is built upon the. JIRA Service Desk 3. For example, you could use several Pie Chart gadgets with a separate filter for each. Out of the box, JSD comes with 2 calendars: a 9-5 weekday calendar and a 24x7 calendar. Migrating from Halp to Jira Service Management. Example: creating an SLA that doesn't track continuous time; Example: creating an SLA with multiple cycles; Using JQL queries specific to SLAs;. Incident communication templates and examples . One of the most popular tools for setting SLA for Jira items is Jira Service Desk. For example, you might have a goal to resolve all Blocker issues in 6 hours. Using simple forms, your customers can do a lot of the early leg work for your service project. When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). Clean up unused. Check out Example: creating an SLA with multiple cycles to learn how to create a more complex SLA by starting and stopping the time counter throughout the workflow. To create a custom automation rule: In your service desk project settings, click Automation and select Add rule. If you are building an Atlassian Connect app to interact with the Jira Service Management Cloud REST API, authentication is handled by JWT (JSON Web Token) technology. If you have already configured the SLA's, you can open a test ticket from the portal and then review the ticket from. The new format presents the time until expiry as a due date, as opposed to a countdown timer of the hours and minutes until expiry. SLA time may be different in issues. If you want the SLA to begin where it left off then you must use Pause. This is the reference document for the REST API and resources provided by JIRA Service Desk. An IT service desk, for example, typically agrees to provide technical support for a wide variety of services and devices within the business, and offers guarantees around things. In the SLA metric names section,. Jira. Change the formatting of SLA time when reporting. Find answers, ask questions, and read articles on Jira Service Management. So in the example there are 5 goals, that are evaluated from top to bottom, so we start with is it low and then move up to highest, and the calendars are key for the clock to work as expected. It can be time to response within 3 hours. Returns issues that have an SLA that is running according to the SLA calendar. Employees never have to leave Slack to get the help they need, and agents get all the information they need right in Jira Service Management. Jira Service Management has pre-configured time metrics to cover the most common IT requirements, but you can modify these or create your own as needed. Any of the gadgets that use filters as their search results can be configured with SLA's. For example, you can set an automation rule that alerts an agent when a high-priority issue is created. 6. Jira does not provide an API for resetting SLA counters, the closet thing is configuring service desk to finish the SLA to a custom status i. Jira Work Management. To ensure the best possible support, the Help Desk provides NJCU Faculty and Staff with this Service Level Agreement outlining specific services, priorities, and responsibilities related to. Fill out the remaining fields and click Save. Read more about JQL syntax . Then Priority 2 configure as Start condition, but 1 and 3 as a Pause condition. You can write SLA goals as hours and minutes, but not days. e. Set a goal An SLA is an agreement between you and your customer that defines how your relationship will work in the future. This is built into the supported Atlassian Connect libraries. Since it has been built on. Sector, niche, or industry aside, to survive and thrive in an ever-evolving digital landscape, working with measurable online data analysis and. You can then have Automation for Jira transition to that special status and back to effectively reset the SLA counter. Read more about setting up SLA goals. For example: An SLA that guarantees issues will be resolved in certain amounts of time might specify Blocker issues will be resolved in 24 hours and Critical issues will be. Put these tips to use today with Jira Service Desk. If configured, agents can view the SLA’s for each ticket in the queue. The REST APIs are for developers who want to integrate JIRA Service Desk with other applications, and for administrators who want to script configuration interactions with JIRA Service Desk. To change your dashboard's sharing permissions, click ••• > Edit dashboard. Jira Service Management chat users can create a two-way sync between conversations in Slack or Microsoft Teams and Jira Service Management. create a second rule on a scheduled trigger to watch your new custom field. In the Create project with sample data screen, select IT Service Desk and click Next. There is currently no functionality for this in Service Desk. The second screenshot is also when someone comments (in this example my coworker commented on 6/27) and the SLA does not stop counting even though there was a comment before the deadline. Further details on SLAs configuration can be found at Create service level agreements (SLAs) to manage goals. create a date/time custom field to check for follow-up checks. Jira Service Management provides powerful built-in SLAs (service level agreements), so teams can track how well they're meeting the level of service expected by their. Yes, it is nice to be speedy in your first response to a customer. 24 hours a day and seven days a week means the service desk is continually staffed. For example, if you create an SLA named Time For First Response in a Service Management project; a new custom field will be created with the exact same name. You can also do this easily in JMWE for Jira Cloud, using the Nunjucks Tester to see the value of the SLA field. Document collaboration. Note: If the Major incident field doesn’t show up for your incidents, make sure you’ve added the field in your issue view. Link to helpful information in the request type description. ; The projectId comes from the peer JIRA platform domain Project object. Select All, and then the custom field type you’d like to create. IT Help Desk primary first level support. SLAs explained. And if you want that one command ending first SLA AND start next new SLA - you can set few SLA conditions. This report shows the big picture. Jira Service Desk lets you create calendars that match the working hours of your team including lunch breaks, holidays, and weekends. A Jira Service Management Guide for Support Teams. In our example, the name will be “Location”, and the options will be the different team locations. Jira Service Desk helps you keep your eye consistently on the clock, no matter where you’re working. Our Atlassian Apps Marketing Man. Import Holidays into an SLA calendar. How to set time to SLA for Jira tickets . Select Add a series. This is now available in Jira Service Management 2. This question has been opened against Jira Service Management Cloud, while the documentation you are pointing to is for Jira Service Management Server. A key focus in ITSM is processes: creating and enforcing a set of rules for how an IT service desk operates, and how it interacts with customers, in order to increase the efficiency, pace, and quality of responding to support. (For example, in an SLA that is measured based on when an issue is waiting for support, you can see whether the SLA was met each time the issue started waiting for support. Name your project. For example, you can create reports to see how well your team performs per request type. I'm absolutely amazed that there isn't a way to say "we met our SLA xx% of the time for critical priority tickets" in Jira. Duration conditions. All other issues have the same response time goal of 24 hours. It’s best to place the Sprint Health in the upper-left so everybody can see who’s working on the sprint. Automation rules perform actions in your service project based on specific triggers and conditions.