Jira Service Desk's SLA is divided into two components: the time measurement and goals to achieve. Time can be measured for a variety of purposes. Common examples include overall time taken for request resolution and response time to customer requests. To set up an SLA metric, follow these steps:
- Browse to the project administration page for the service desk you want to set up the SLA on.
- Select the SLAs option from the left-hand panel and then click on the Create SLA option.
A simple example will be Jira Service Desk starting to count time as soon as the request is created. Every time an agent requests further information from the customer, the count will be paused until the customer responds. Once the request is finally ...
