From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation
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Using and creating SLAs - Jira Tutorial
From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation
Using and creating SLAs
- [Instructor] Let's create an SLA to make sure we are responding to access requests a little faster than other requests or general questions. Here's how to do it. From a service project settings page, go to the SLA's page under the request management header. Two standard SLAs, time to resolution, and time to first response are present by default. Use the buttons on the right to edit, delete, or expand SLA settings. To create a new SLA, click the button on the top right. First, give the metric to measure a unique name. I'll enter, "Time to first response - Access requests." Next, add a time goal and tell Jira which issues the goal applies to. A default goal is already in place. Click the plus sign to add a new goal. Then enter a JQL query. I'll enter request type equals fix an access problem and a goal of one hour. Then enter a goal for all other items. I'll enter eight hours. Now we have a goal to respond within one hour for access requests, and eight hours for all other request…
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