From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation
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Service-level agreement (SLA) overview - Jira Tutorial
From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation
Service-level agreement (SLA) overview
- In this section we'll explore basic service level agreement concepts and how they help measure effectiveness. SLA stands for service level agreement. It represents a goal or a commitment between a service provider and a customer. For example, a high priority request might have a time to first response goal of four hours. A medium priority request might have a first response goal of eight hours. SLAs contain the following attributes. A metric to be tracked, like time to first response or time to completion. A time goal, like one hour or one day, a calendar to identify work hours, A JQL statement to determine applicable issues and conditions for when the timer should start, pause, and stop. SLAs are created and configured by project administrators. Agents can use them to plan, which requests to address first and understand expected timeframes. For each SLA metric created in JSM, a new custom field is created in JIRA to store the name. Because of this, I recommend restricting SLA…
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