Set Up an Escalation Service

You might need to regenerate SLA data for issues from time to time. Escalation services execute JQL and regenerate SLA data for the issues that are returned by this query. On this page, you can set a time interval (how often the escalation service will be triggered) by cron expression.

On this page, you can create new escalation services, as well as edit and delete them.

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1. New Service – Click to add a new service.

2. # – Shows the number of the scheduled escalation service.

3. Name – Displays the name of the escalation service.

4. JQL – Displays the JQLs used.

5. SLAs – Displays which SLAs will be recalculated.

6. Concurrency – The level that determines how many threads will execute the SLA recalculation.

7. Cron – Displays when and how often the recalculation will be performed.

8. Edit – Click to edit the service.

9. Delete – Click to delete the service.

How to Set Up an Escalation Service

1. Log in to your Jira account.

2. Click Time to SLA in the header menu > Settings.

3. Click the Escalation Services tab.

4. Click New Service.

5. The SLA Regeneration Escalation Service screen will pop up.

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6. Create a Unique Name.

7. Enter a JQL that filters issues which you want to regenerate SLA data for.

8. You can select which SLAs will be generated or leave empty for all SLAs.

9. Select how many threads should be working.

10. Enter a Cron Expression for how often you want to regenerate SLA data.

11. Click Save.

That’s it! The new service will now appear in the list.