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This page is about Time to SLA for Jira On-Prem. Using Jira Cloud? Click the Cloud button above. |
We are excited that you want to learn how to use Time to SLA for Jira!
This 76-step guide will cover the key concepts you need to know to get started, assist you in setting up your first SLAs, and get you ready to serve your customers with powerful SLAs, customizable notifications, and limitless reports.
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Step 1. Get your permissions right
We recommend setting permissions first before Before you start creating SLAs and diving into Time to SLA, we recommend that you set your permissions first. This allows you to tailor your team members' permission settings to their roles.
Defining the permissions will lay the basis foundation for everything you will create later on. On the Permissions menu, you can configure user- and group-based permissions for each Time to SLA menu.
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Step 2. Create unique Calendars for each team
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Time to SLA comes with a 24/7 working hours calendar, so feel free to use it if you don’t need want to set your own hours.
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Before proceeding to the next step, go to Settings and pick your time zone. This will ensure that Time to SLA can make accurate calculations.
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Before you move on to the next step, don't forget to:
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Go to your issues to see the SLA Panel in all its glory.
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To learn more about the SLA Panel, go to our handy guide,
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If you want to see the SLAs on your existing issues, recalculate your SLA data.
Then, go to Settings and personalize your SLA Panel to fit your unique needs.
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Did you just realize that you can’t see the SLA Panel in any of your issues? Don’t worry! One of these fixes might do the trick. |
Step 4. Add SLA notifiers
You Moreover, you never have to worry about missing deadlines thanks to Time to SLA’s highly customizable notification system. After creating your SLAs, it’s now time to set your notifications to keep people informed of what they need to know.
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Teach me how to add SLA notifications |
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4. Check your customer portal settings
Your SLAs may be up and running, but you also need to be on the same page with your customers regarding who can see what and when. Thankfully, you You can set which SLAs will be visible to your customers on the customer portal based on their request types.
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Let’s say you used another SLA management tool before and now want to see your new SLAs on your existing issues as well. To make that happen, you need to recalculate your SLA data.
While you’re at it, learn more about the recalculation function, which will come in handy in many other scenarios.
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Teach me how to use SLA recalculation |
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5. Add gadgets
It’s time to create a dashboard to suit your SLA needs. It would be a waste if you couldn't make the most of it. The good news is that there are numerous Time to SLA gadgets that you can utilize to get your dashboard experience to the next level.
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Teach me how to add the Periodic Met vs. Exceeded SLA gadget |
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6. Create reports (whenever you need them)
Congratulations, you’ve made it to the last step!
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All systems are go! Start rocking. 🚀
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Tip:
Each screen on the app has a link at the bottom that will take you directly to our documentation: a place to discover more and find answers quickly.