Glossary

This glossary defines common terms that you might see as you're working in Time to SLA, or throughout our Help Center.

A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z

A

Audit Log

A record of events and changes. Most activities across Time to SLA will appear on this page, from the creation of an SLA to the editing of a single configuration.

B

Blacklist

A list of projects and issue types to exclude in SLA calculations.

Breached

An SLA breach (or violation) happens when your agents don't resolve their cases in time.

C

Condition

SLA conditions determine when a task SLA is opened, paused, resumed, reset, canceled, and completed.

Custom Field

Jira issues are made up of fields, and custom fields allow people to add information specific to your team's needs.

Cycle

The interval between a consecutive SLA start and end point within an issue's lifespan.

D

Dynamic Duration

The Dynamic Duration is a Jira custom field of text. Users can enter a time string here, and Time to SLA will set the SLA duration to the value entered in this field.

E

Elapsed Time

It is the total time the SLA has taken until this time.

End Time

A type of SLA condition that you can set.

Exceeded

When a target date is exceeded, the SLA commitment is breached.

F

No glossary items.

G

Goal

Each SLA includes a set of goals to determine whether they have been met or not. One of these goals might be the time frame, for example, which is the maximum amount of time for a task to be completed as stated in the SLA.

Global Notifier

Applies the notification settings to all of your SLAs

H

No glossary items.

I

Issue

In Jira, teams use issues to track pieces of work that must be completed. Depending on how you use Jira, an issue could represent a project task, a helpdesk ticket, a leave request form, etc.

Issue Actions

A Time to SLA menu that enables you to perform issue-specific actions that won't require you to change the configuration for all of your SLAs.

J

Jira admin

A Jira administrator is a user with the Administer Jira global permission. A Jira admin has special authorizations and is responsible for the systems, projects, products, and boards.

K

No glossary items.

L

No glossary items.

M

No glossary items.

N

Negotiation Date

The Negotiation Date, located in the SLA Goals menu, is the date that the SLA timer counts down to.

O

No glossary items.

P

No glossary items.

Q

No glossary items.

R

Recalculation

The act of calculating SLA data again for issues created before a new SLA definition, updating existing SLA data within issues after making changes to SLA definitions, and repairing corrupt SLA data.

Reset

This function enables you to define the conditions under which a running SLA will be reset.

S

Shared Holiday

Holiday entries that are shared across all calendars: any changes made to one will be reflected in all of them. Example: New Year’s Day.

SLA

A service-level agreement is a commitment between a service provider and a client.

SLA Scope

The Projects, Issues (JQL), and Workflows an SLA applies to.

SLA Panel

The SLA Panel presents SLA information and visualizes SLA status using colors and icons on issue view screens.

SLA Panel Glance

The progress of your SLA, shown briefly in the issue’s Details section.

T

TTS

Short for Time to SLA.

Target Date

The date set for an SLA or for the completion of a project, goal, or quota.

U

No glossary items.

V

No glossary items.

W

Whitelist

A list of projects and issue types to include in SLA calculations.

X

No glossary items.

Y

No glossary items.

Z

No glossary items.