See documentation. Link to helpful information in the request type description. This report shows the big picture. Critical - Fix the issue in 8H. Now that the importance and differences between SLA, SLO, and SLIs has been identified, let’s focus on 5 key steps. In this case, you can try third-party solutions like SLA Time and Report. OAuth 2. Here's how you can prevent an SLA breach by using the SLA Time and Report add-on: 8 hours before the end of the SLA – notify on the Slack channel. Scroll down to the Jira Service Desk section and choose Configuration. Let’s walk through our five work categories: Service requests: These are general request types for request basic support, new hardware, VPN access etc. Jira Service Management has pre-configured time metrics to cover the most common IT requirements, but you can modify these or create your own as needed. In the SLA metric names section, you can change who can create new SLA metric names. Further details on SLAs configuration can be found at Create service level agreements (SLAs) to manage goals. To view your service desk's reports or create new ones, select Reports in your service desk project sidebar. fiorellasantopietro Jul 21, 2017. You can write SLA goals as hours and minutes, but not days. A time metric, which defines how and when time will be measured. It details the regular and additional services offered and the level of service. For example, you can post a message in a Slack channel when a major incident occurs. for example: You must be a registered user to. It’ll also give people an immediate sense of any trouble or challenge. e. If you change the goal to 4 hours:See Example: Creating a basic SLA for an example of setting up an SLA that uses a 9-5 working day SLA calendar. Jira Service Desk - 4. In the SLA metric names section, you can change who can create new SLA metric names. Example: considering working days is Mon to Fri, from 9am to 5pm, for a ticket created at 3pm on a Friday, if the SLA is 8 hours, due datetime should be next monday at 3pm. To get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. Communication templates are one of the most helpful tools during an incident. Jira Service Management chat users can create a two-way sync between conversations in Slack or Microsoft Teams and Jira Service Management. The last one can track SLAs for all Jira projects (JSM, Jira Software, Jira Core) and generate data based on the issues you've already. Jun 05, 2020. set the custom field for the next time to check for updates. This dashboard is intended to give service desk teams retrospective insights on the level of service they are providing via several key metrics. Time Limit SLAs are the most common type of Jira Cloud SLA. SLA Time and Report app can help if you are on Cloud (it's developed by my team). The rule configuration screen appears. This may. Take a look at Troubleshooting SLA in JIRA Service Desk for more SQL examples and further explanations of how the table works with other related SQL tables to provide information. This will make it easier to find and delete later. To manage these settings: Choose > Applications. Project and issue tracking. Read about how to connect to the Atlassian Data Lake. Bitbucket. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Within Time to SLA, you can also set up custom notifications after an SLA has been breached to keep sending. 24 hours a day and seven days a week means the service desk is continually staffed. Mail server rules that redirect to the specific JSD portal email address based on analyzing the reporting customer’s email address and / or keywords in the email. A Jira Service Desk webhook is a THEN action in an automation rule. See Example: Creating a basic SLA for an example of setting up an SLA that uses a 9-5 working day SLA calendar. A key focus in ITSM is processes: creating and enforcing a set of rules for how an IT service desk operates, and how it interacts with customers, in order to increase the efficiency, pace, and quality of responding to support. In the Dashboard settings you can choose people to share the dashboard to, and they should be able to view whatever information you've pulled to said dashboard. Read Send alerts with Jira Service Management webhooks to learn more. The creation of a new SLA will result in the creation of a new custom field. How come we can't set the automation to WHEN look for SLA; IF component of ticket equals "TARGETED TICKET" AND "SLA field" < remaining("2m") and assignee = currentUser(); THEN Some. 8 release notes, start a free trial of Jira Service Desk Server, or jump straight into upgrading by pressing the big green button below. Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management. Jira Service Management projects will come with a few SLAs by default, but this is a great opportunity to customize the expectations for your. . For more information about SLA design click here. Once an issue has been created for the selected project, SLA should begin. In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk. com In Jira Service Desk, SLA information is displayed everywhere – in queues, issue detail view, in Jira issues themselves, and in the SLA dashboard – so SLAs are always front of mind. See full list on confluence. Automation rules perform actions in your service project based on specific triggers and conditions. Scroll down to the Jira Service Desk section and choose Configuration. Create a new calendar. Therefore the JQLs should look like this: project = JIRA AND issuetype in ("Incident Request", "Service Request") AND slaFunction = isBreached("Time to Resolution") AND created > startOfMonth() ORDER. Jira Service Desk. For ongoing cycles, this value may change over time, along with remaining_time_msecs. Scroll down to the Jira Service Desk section and choose Configuration. Select Add a series. It shouldn't be overdue, as the Time Goal for this one is 16h. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Example SLA configuration. Add two organizations (Orange and Microwave), properly moving your customers to their respective organizations. On the other hand, lead time is the time interval between the moment an issue is requested to the moment it is completed. SEV 3: A minor incident with low impact. In other words, lead time starts when an issue is added to the Backlog in “New“ status and ends when it is moved to. a) You can change creation date, this example shows You how How to change issue creation date . When you set an SLA, you select three things: Who can view your SLA: only agents or also customers on the customer portal. You can create custom fields in your Jira. Tip: If you are creating the project for a specific user, name the project 'Sample - [name user]'. See the table below for the available options. Our 9-by-5 support offering is actually a global offering. g. For this case, I suggest the SLA Time and Report add-on, which has no restrictions on the number of SLAs and automation. It provides a sense of the service desk’s efficiency and can be associated with. Jira Service Desk calculates minutes, hours, days and weeks by using the working hours set in the associated calendar. Maybe some issues were not from Jira Service Desk but from Jira Core or Jira Software. Mar 30, 2023. We’ll cover Jira workflow best practices as well as some practical examples. Check the If you don't have a configuration file or you want to create a new one, leave the Use an existing configuration file option unchecked. Sending Escalation emails based on SLA to Organization chart. Answer accepted. ). Aug 8, 2022. 2 - Time to Resolution. In many cases, you can use either the Jira Service Desk. set the custom field for the next time to check for updates. You can access more information about the Project via the JIRA Platform REST API. 2. SLA timers help you visualize how much time you have left to meet your team's service goals, so you can keep track of what needs to get done. SLA history incorrect or SLA incorrectly closed. Check out Example: creating an SLA with multiple cycles to learn how to create a more complex SLA by. Easily create SLAs, check real-time reports, and begin to improve your service. Define an "organization" for your high level customers (so that all theses customers belong to the newly created organization) Set a SLA goal using JQL based on the newly created organization (Organization = "NAME OF YOUR ORGANIZATION HERE") You should be able to achieve this by adding you customers to. Setting up the SLA time metric. It details the regular and additional services offered and the level of service. In Jira Service Management, an agent is defined as a user who can work on tickets and communicate directly with your customers. For example, if you’re in Sydney. So try to determine the calendar at issue creation (e. Key performance indicators (KPIs) are the metrics chosen to gauge how well a team performed against agreed standards. In your WF this is either Rejected or Closed. Jira Service Desk includes specific JQL syntax that can help you sort through the details of your requests and issues, and make sure you're hitting your SLA goals. For example, if you have setup that the resolution has to be set, and you forget to set a resolution in your issue, the SLA will not stop. Reporting in Jira Service Management. Service level agreement (SLA) is an external commitment between a company and its customers. An example of something I'd like to create: If Priority is High, then first response is <24 hours. This is used when no calendar has been assigned to an SLA goal. You can also view the number of SLA fields being used, and clean up unused fields. However, on an actual ticket, even with the P4. The 30 SLA limit is most likely a limitation of the Jira Standard plan, so if you want more, you should either upgrade to Cloud, which is costly or install a third-party add-on without such limitations, which is much cheaper. Are you ready to get time back with canned responses and SLA copy configuration? Read the Jira Service Desk Server 3. Permissions required: Permission to create requests in the specified service desk. Select Add and save your report. Your Jira admin or project admin can set SLAs in Project settings > SLAs. For example, you could use several Pie Chart gadgets with a separate filter for each. or other Jira applications like Jira Software or Confluence. Originally known as Jira Service Desk, Atlassian reintroduced the platform. For example: A customer-facing service like Jira is down for all customers. Service Level Agreements (SLAs) Set as many SLA policies as needed to keep track of deadlines based on elapsed time or request categories. One filter could display active non breached SLA's, the other could show breached SLA's. To manage these settings: Choose > Applications. Email this Issue and Jira Automation are both quite useful if you want to do more sophisticated mail rules right within Jira. January 1, 2014 through December 31, 2014. Jira Service Desk lets you create calendars that match the working hours of your team including lunch breaks, holidays, and weekends. Create a custom field of type “Select List” (single choice), and configure its options. m. i hope this helps. Only applicable for sites with Jira Service Management subscriptions. Learn more about creating a project using a service project template. Choose a service management template > Select Use template. For example, a fault received at 13:30 on 01 July with a two day resolution time would not be due for resolution until the end of our business hours on 03 July, not 13:30. For example, setting up a workstation when a new hire starts. Click New report. This is so that we have two full, continuous days to complete the. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Hey @sheikh-spear , If they have 0 time left they would be breached so you could use that to find them. Decision. Here is a list of gadgets that can be used to build a powerful dashboard in Jira for tracking a Kanban project in an effective way. Choose Dashboards > View all dashboards. Put these tips to use today with Jira Service Desk. Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management. Discover IT service management (ITSM) Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT. This is a standard need for anyone running a 24x7 support operation. The REST APIs are for developers who want to integrate JIRA Service Desk with other applications, and for administrators who want to script configuration interactions with JIRA Service Desk. Unlike SolarWinds, Jira Service Desk is a helpdesk ticketing system suitable for both ITSM and customer service. Slice and dice your data. Service Everything you need to delivers. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. Problem definition. Our 9-by-5 support offering is actually a global offering. Things to Remember. This is the reference document for the REST API and resources provided by JIRA Service Desk. Remember that the name cannot be changed once saved. create a second rule on a scheduled trigger to watch your new custom field. To manage these settings: Choose Administration > Applications. If yes, specify the name of the existing project. The SLA's are determined once the Severity of a ticket is assigned and a status is moved from open to pending or work in progress. The tables of the tickets the column "time to first response" and "time to done" are empty. John wants the ability to reset the SLA manually so he can fix the problem for these two tickets and future similar cases that can occur. Making the Time Goal dependent on the time when the issue was created is not possible in my opinion. “Check the car engine”: To be assigned to resolutor B and having SLA = 3 days. Read more about JQL syntax . This is used when no calendar has been assigned to an SLA goal. Jira Software. Team Wallboard Gadget – displays the Kanban task board of the team showing the current status of the issues and their current assignee. Select Create project. For example, you might want to link an incident to Jira Software when a second or third line support member needs. The query above will return the SLA information (for all SLA fields types) for ticket TEST-1 and TEST-2. Example of a Service Level. Designed specifically with IT teams in mind, the ITIL practices embedded into the navigation help funnel requests into their relevant category. Select Add SLA. m. Learn how to use Assets in Jira Service Management with this detailed guide. One filter could display active non breached SLA's, the other could show breached SLA's. Note that SLA calendars are unique to each service desk project. This tracks hours from 9am to 5pm, Monday through Friday. January 1, 2014 through December 31, 2014. service and technical solutions in support of campus wide technology. Our Atlassian Apps Marketing Man. Jira Service Management is an end-to-end service management platform for IT teams and business teams handling service requests from customers or employees. In particular, rather than focusing on the internal workings of the service desk (which will be the focus of future scorecards), this scorecard focuses on. For example: A system bug is creating a minor inconvenience to customers. Jira Service Management resource library . To get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. You can also view the number of SLA fields being used, and clean up unused fields. Permissions required: Permission to create requests in the specified service desk. Kind regardsTo get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. Advanced Service Level Agreements: Behind every great service desk team, you'll find great Service Level Agreements (SLAs) helping them to deliver consistent and awesome performance. A significant difference. Connor May 07, 2020. This tracks hours from 9am to 5pm, Monday through Friday. Locate your dashboard and click more (•••) > Copy dashboard. Sample 9-5 calendar. Chris Webber Jun 06, 2018. Select or create a working calendar with your business hours. You don’t need to recopy the code. To create a report to see how many requests come from each location: From your service desk project, go to Reports. Apparently, if both are setup, then the SLA for "Resolution: set" doesn't get triggered. Reporting on SLAs. Sample 9-5 calendar. If the first responder can’t resolve an incident, they circle back to the service desk, which escalates the issue to the appropriate next line of defense. create a rule to capture when the SLA is breached. 6 hours before the end of the SLA – automatically set the Critical status to filter similar tasks later. ) No labels Add Comment. Measure the right key performance indicators (KPIs) and IT help desk metrics to identify the performance and health of your IT service desk. take some actions in the rule, as needed. For any team in Jira Service Management Queues are the mission control for the project. Jira Service Desk helps you keep your eye consistently on the clock, no matter where you’re working. All existing SLAs are displayed here. Product Manager, Jira Service Management. The level of customer satisfaction (CSAT) This is arguably the most important metric for many IT service desks given that they exist to serve their customers. With JIRA Service Desk, you can set up advanced SLA metrics, report on performance in real-time and drive your team forward with highly visible SLA targets. For example, if a JIRA issue is created on Jan 1, 2020 at 13:00, then if the issue is still in the "In Progress" state after this time, the email should be sent out per below: SLA 2 (2 Weeks): As a. 0 scopes required:Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. This example looks at how you might create a very basic SLA for a service project with a basic workflow: Basic SLA configuration. Name your field, and add a description if desired. Go to Settings and select Issues, then find the Custom Fields item in the sidebar and select it. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. All the solutions are achieved by the same basic function which is a JQL filter. Teams and customers need this information for each request in order to better handle priorities and guarantee optimal service quality. Content: Hi. The company XXX IT HELP DESK will provide (Customer Name/Department Name) with the following. You can do the other way arround, so when a agent comment you transition to waiting customer, but as I said it may not be the agent. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. In the second rule, we send an email notification when the ticket has breached it's SLA. Set the hours for whatever you need. You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. This page will walk you through the process of getting a basic service desk up and running for your customers and your team! 1. Resolve. Bitbucket. Jira Service Management reporting helps to understand service trends, usage patterns, and measure service team effectiveness. For example, if you create an SLA named Time For First Response in a Service Management project; a new custom field will be created with the exact same name. Most times, the issue is just simply passed on to the appropriate team's Project but because it started in the Help Desk Project the SLA that was assigned within. Keyboard shortcut: 'g' + 'g' + start typing 'service desk' Use the Allow project administrators to create SLA custom fields option. Jira Service Desk has revolutionized how we do IT. Browse through our whitepapers, case studies, reports, and more to get all the information you need. If an SLA has been incorrectly stopped or closed SLA cycles are wrong, it is possible to use the SLA Reconstruction Resource to forcibly recreate the entire SLA value, including completed cycles, from the recorded issue history. take some actions in the rule, as needed. You can also view the number of SLA fields being used, and clean up unused fields. 1 answer. Jira Cloud SLA goals have two primary types: Time Limit and Negotiated Date. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a Jira projectId, and projectName. How to set time to SLA for Jira tickets . This is now available in Jira Service Management 2. Choose the CSV source file that you want to import. This is used when no calendar has been assigned to an SLA goal. Publish and Share Service Desk Reports with all your stakeholders and bring transparency to people even outside the Service Management team. A goal, which defines the target to be met. Here's an example of how you might create a more dynamic SLA by pausing the time counter until a specified due date has passed. Setting up the SLA time metric. When you configure a rule, you can specify WHENs and IFs, then use the webhook to define your action. This app can set SLA for all types of projects. In one of them, the comment from one role will be a stop for the. This field is calculated based on the SLA fields, rather than the Jira issue cycle time. The WIP limits set on the board columns are also displayed and considered. Performance. 1. Dashboard Hub for Jira simplifies the process of creating reports and dashboards for different products (Jira, Confluence, Insight, Statuspage, Bitbucket, Opsgenie, Projectrak) thanks to the predefined dashboard templates, custom charts, and more than 60 metrics for ITSM, DevOps, or Agile teams. Your Jira admin or project admin can set SLAs in Project settings > SLAs. An incident can also be escalated to a major incident if. 🙂. 3) Top 15 Help Desk KPI Examples. Scroll down to the Jira Service Desk section and choose Configuration. . g. Any of the gadgets that use filters as their search results can be configured with SLA's. ; The projectId comes from the peer Jira platform domain Project object. In the SLA metric names section,. This question has been opened against Jira Service Management Cloud, while the documentation you are pointing to is for Jira Service Management Server. For this SLA to trigger, configure the Due field to display on the. If the issue's current status is not an allowed status for the new issue type, Step 2. This report shows the information about one SLA measure (in this example: "Time to first response"). create a 1-hour SLA. This is a very convenient and useful feature, without which working with Clients would be less transparent and comfortable. All other issues have the same response time goal of 24 hours. If required, configure any further settings for the new custom field. To ensure your reports are accurate, Jira Service Desk doesn’t recalculate time for completed SLA cycles. Making the switch to in-timezone support Our 9-by-5 support offering is actually a global offering. Scroll down to the Jira Service Desk section and choose Configuration. This is now available in Jira Service Management 2. At a high level, a security context is exchanged when the app is installed, and this context is used to create and. Make the best business decisions for your help desk by analyzing the 8. However, there are also. When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). Example: 1. Read more about JQL syntax. We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. 1. 9. I have two questions: - We use JIRA Cloud. Jira Service Management webhooks let you send information to third party web services without the need for a third party app. By default, JIRA Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week. Secondly you will also need to add an automation in the same area for when a user replies, it will transition from the reminder statusses to for example "response received" to stop the SLA timers. For example, a goal of 1w 6d 24h is showing as 1w 6d, which gives Agents a. The rule configuration screen appears. Scroll down to the Jira Service Desk section and choose. Mar 30, 2023. Set up your service project in a way that empowers your agents and your customers get help for their requests. Benefits of migrating to Jira Service Management from Halp; Requirements for using the Halp migration tool; Migrating from Halp to Jira Service Management basics; Connect cloud site to Halp; Create a new service project for your Halp queue; Invite Halp agents to Jira Service Management Create overall satisfaction, SLA & custom Jira reports & charts across all of your Jira Service Management projects within minutes. SLA goals report. Example: creating an SLA that doesn't track continuous time; Example: creating an SLA with multiple cycles; Using JQL queries specific to SLAs;. All existing SLAs are displayed here. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. In our setup, we have a servicedesk project per customer. Jira Service Desk calculates minutes, hours, days, and weeks by using the working hours set in the associated calendar. For example, if you create an SLA named Time For First Response in a Service Management project; a new custom field will be created with the exact same name. Past SLA cycles show only in the agent view and aren’t available in the customer view. It can be time to response within 3 hours. Every issue in Jira Service Management has a priority level. Jira Service Management (JSM) comes with a number of reporting options allowing you to see your team’s performance metrics and better understand trends in your workload. SLA time may be different in issues. How to replace a long hardcoded IF-ELSE structure with compact/smart approach in Automation. There were a couple of exceptions to the SLA rules in two tickets and the SLA started to count before it should. All other issues have the same response time goal of 24 hours. If there's any errors or warnings that relate to your import, like duplicate SLA names, you'll be informed. SLA1 Plan for Customer-1. These agreements are designed to outline and define the provider's expected level of service delivery, encompassing. In addition, I would like to know if it's possible to set national/local holidays into the formula (configurable). A service-based SLA is offered when the agreement is based on the service or product chosen by the customer. Show the exact goal or up to 3 units of time; To render it in 24 Hour format rather than referring to the Working Hours. You can use a special tool to measure your SLA retrospectively. To get you started, Jira Service Management comes with two default calendars: Default 24/7 calendar. If you don't have a Rest client, you can also proceed with that within a cURL command as my example below where I'm reconstructing the SLA of the issue "DEVSPT-1453" curl -D- -u username:password -X. If you are after an introductory, high-level view of the Jira REST APIs, then the best place to start is the Jira REST API home . A quick overview of JIRA Service Desk. One of the features that stands out is “SLA breach approaching”—it allows you to set up SLA alerts. They want to pause the SLA until they receive the hardware from their supplier (on the expected due date), then unpause the SLA when the due date has passed. Define a list of goals for your SLA based on time to resolve, working hours and issue types. As an example, your SLA. Out of the box, JSD comes with 2 calendars: a 9-5 weekday calendar and a 24x7 calendar. Select Save to confirm. Requirement: We are trying to setup an SLA (basically a OLA for internal teams), wherein we are trying to track tickets where customer updates are due. 8%" will not change, regardless of the priority you use on the graph. Learn about different Jira Service Desk measures and dimensions - what they are and how they work. Regards, Marco Brundel. The rule will run when a Jira Service Management SLA has breached or is about to breach. In the latest release of Custom Charts for Jira, we introduced a new feature that provides better support for Service Level Agreement (SLA) data used in Jira Service Management (JSM) projects. To set up an automation rule: In your service desk project, select Project settings > Automation. A goal, which defines the target to be met. In the service desk there is already a built-in "Time to Resolution" SLA. If this ticket is created outside of the hours it is set to True. In this case, you can try third-party solutions like SLA Time and Report. It does provide the actual time to first response, which is available with the out-of-the-box Jira gadgets. We have also included the public holidays. As teams grow it is important for Project Admins to think about how they structure. Working with workflows. I have changed the SLAs (Time to first response. The new SLA rendering feature only shows a maximum of 2 units of time in the SLA goal for readability. local time. Choose if you would want to share settings with an existing project. JIRA Service Desk is built upon the. How to manage SLA data. Select Change start date as the start date. OAuth 2. Create a new calendar. Rule run optionsI also have a need for my non-business hours SLA calendar to include Holiday days excluded from my business hours SLA calendar. This is built into the supported Atlassian Connect libraries. Another important term to be familiar with is SLI (Service Level Indicator). Incidents: This is where an application or hardware system stops working and needs immediate attention. See the image below for how you could set up this SLA in Jira Service Desk:We’ve provided this example for illustrative purposes only, to help you understand what kind of data gets sent, as well as the format of the payload. create a date/time custom field to check for follow-up checks. JIRA Service Desk 3. I don't see a way to create an SLA (for internal use) around a normal, non-JSD software ticket. You can fix some of these at a later date, or you can choose to. If yes, specify the name of the existing project. This guide instructs how to configure notifications in Jira Service Management that will be sent when an SLA has been breached. 3 . When you set an SLA, you select three things: Who can view your SLA: only agents or also customers on the customer portal. Some features I’ve seen that would be really useful that we don’t get in Jira by default, or bugzilla: 1. This is built into the supported Atlassian Connect libraries. The jsm_sla table lists the issue service-level agreements (SLAs) defined in Jira Service Management. Add more series to compare values and create meaning. Hi @WasimBuden . . For example, you could use several Pie Chart gadgets with a separate filter for each. SLA Met versus Breached (compares the number of requests that have met or breached a service level agreement (SLA) goal). As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. And help desk software like Jira Service Management (formerly known as Jira Service Desk) facilitates quicker answers and solutions for those seeking help. The past cycle will be displayed in the SLAs panel in the issue view, underneath the SLA’s name. Learn whichever a service-level agreement (SLA) is both method you can apply one to align your marketing and commercialize teams circle shared aspirations. . Enter "Requests by region" as the Name. JSM project settings --> SLA --> Click Edit against required SLA and add the required JQLS in "Issues to display" section. Jira Service Desk has revolutionized how we do IT. A robust service catalogue makes sure that service requests are prioritized and allocated to the correct service agent.