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Establish SLA goals and a working hours calendar

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.
  • 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
    Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, and Team Member
    Establish SLA goals
    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
    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
  • Establish SLA goals 2
    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
  • Establish SLA goals 3

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