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.
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
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.
Typically, when creating the SLO for a response, the conditions are set so that:
For creating the SLO for resolution, the conditions set are so that:
Next step:Automate the lifecycle of a request
Was this content helpful?
Connect, share, or get additional helpAtlassian Community