SLA configuration

1. Calendars

First, you must create a calendar. Calendars define the working hours and holidays that SLAs follow. Proper calendar setup ensures that SLA metrics are accurate and align with your team’s schedule.

• Create calendars: Learn how to set up working hours, weekends, and holidays.

• FAQ: Calendars: Common questions and solutions related to calendars.

2. Define an SLA

SLAs track the time taken to resolve issues or meet specific goals. To define an SLA, you must configure conditions, goals, and more.

1. Define SLAs: Understand the basics of setting up SLAs in your system.

   • SLA conditions: Specify the criteria (e.g., issue type, priority) that trigger an SLA.

   • SLA goals: Set time-bound targets for SLA compliance, like "Time to Resolution."

   • Calculation methods: Choose how SLA time is calculated—continuous or based on working calendars.

2. FAQ: SLAs: Troubleshoot common issues when configuring SLAs.

3. Asynchronous update

3. SLA notifications

Stay informed about SLA status and breaches by setting up notifications. Notify key stakeholders, like assignees or teams, when specific SLA events occur.

1. Create SLA notifications: Set up alerts for SLA events like breaches or nearing deadlines.

2. Notification parameters: Customize notification details, such as messages and timing.

3. Mute SLA notifications: Silence notifications for specific scenarios or SLAs.

4. Use SLA notifications with Jira automation: Automate SLA-based actions that are triggered with notifications.