Establish SLA goals and a working hours calendar

Constrain SLA goals based on your working calendar

Automate the lifecycle of a request

Use automation to handle recurring tasks

Establish a schema that can be used throughout Jira Service Management

Create a schema to enrich issues across Jira Service Management

Embed an Assets field in a customer-facing request form

Expedite resolutions by linking Assets data

Allow for approvals in a workflow

Demonstrate an example of how approvals work

Establish a knowledge base with organized articles

Deflect requests with knowledge base articles

Create a complex portal form

Understand how and when to use ProForma

Create contextual queues for agents

Contextualize and configure queues based on the job to be done

Add, remove, or modify a request type in the portal

Learn how to create and organize request types to serve customers

Configure alert creation

Create and customize alerts from integrated alert sources

Configure alert notification

Ensure alerts are transmitted and escalated

Set up an on-call schedule for a team

Create a custom on-call schedule

Respond to and resolve a major incident

Respond to an outage that impacts customers

Respond to and resolve an incident

Respond to an outage that is not customer-facing

Communicate outages, maintenance, and other key information with stakeholders

Create a communication plan using Jira Service Management and Statuspage

Process a change record

Enrich a change request and champion approval

Manage change risk

Use the change calendar and automation to identify conflicts

Cross-link tickets and/or articles to add context to an issue

Enrich a Jira issue with contextual links

Collaborate with non-agents in Jira Service Management projects

Learn how to work with non-agents using Jira Service Management

Report on issue data over time

Measure time-based and success-based metrics

Establish SLA goals and a working hours calendar

Outcome	Your team will understand how a calendar drives SLA goals, the relationship between each of those, using JQL to constrain an SLA goal, and which conditions should be used when to ensure that time measures are accurate.
Processes	Create a calendar that reflects your working conditions Identify which metric(s) are in scope (TTR, TTFR, etc.) Identify a request type or subset of request types that you can identify with a JQL query Create a JQL filter to support each SLA Establish goals based on the metric and request type or subset Create SLAs based on the information developed Add appropriate conditions
Practice area(s)	Request management, incident management, change enablement, problem management, and service configuration management
Product(s) in scope	Jira Service Management
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, and Team Member

Step	Process	Notes/References
1	ADMIN Create an SLA based on the service level agreement between the service provider and the service consumer 1. Set up an SLA calendar. 2. Set up SLA goals (service level objectives). 3. Set up SLA conditions.	Create an SLA Set up SLA calendars Set up SLA goals Set up SLA conditions
2	RESPOND Typically, when creating the SLO for a response, the conditions are set so that: The time starts when a ticket is created There isn’t a pause condition for response SLOs The time ends when an agent adds a comment, takes ownership, or changes the status of the ticket
3	FULFILL For creating the SLO for resolution, the conditions set are so that: The time starts when a ticket is created Usually, based on the agreed SLA, a pending status pauses the clock The time ends when the status is set to Resolution

Next step:

Automate the lifecycle of a request

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Establish SLA goals and a working hours calendar

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Purpose-fit guidance and support to ensure your team's success

Each deployment of Atlassian products is unique, so we offer a breadth of services to design, implement, and optimize solutions for scale.