SLA configuration

This page helps you set up and manage SLAs' core components. It will walk you through the key steps to configure SLAs, define calendars, set conditions and goals, and create notifications to streamline your SLA workflows.

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 work items 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 (for example, work item 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 work items when configuring SLAs.

3. SLA actions

SLA actions automate what happens when key SLA events occur. Use them to notify stakeholders, trigger Jira automation rules, extend SLA targets, or perform other automated actions throughout an SLA's lifecycle.

1. Create SLA actions: Configure actions that run when an SLA starts, is about to breach, breaches, pauses, resumes, or completes.

   • Send an email

   • Send a Slack message

   • Trigger Jira automation

   • Change assignee

   • Add a comment

   • Set Jira field

   • Change priority

2. Action parameters: Use dynamic parameters in email subjects and bodies, Slack messages, and Jira comments.

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