JIRA Service Desk: Service Level Agreements (SLA)
How do I setup SLAs (Service level agreement) in JIRA Service Desk?
SLA's (Service level agreement) are incredibly flexible in JIRA Service Desk. It provides powerful built-in Service Level Agreement (or SLA) management so you can track your team's progress against agreements you've set for customers. JIRA Service Desk comes with a few pre-configured SLA metrics to cover some of the most common IT requirements. However, you can change or create custom SLA metrics to reflect the SLAs you use in your business.
You can apply SLA’s as broadly or as narrowly as you like. Using JIRA Query Language, you can define the SLA to apply to anything you can query against; Issue type, Request type, customer organization, and more.
Some examples of JQL you can use when building SLA's:
issuetype = issuetypename - applies the SLA to all issues of the matching type
"Customer Request Type" = requesttypename - applies the SLA to all request types of the matching type
reporter in organizationMembers("company a") - applies the SLA to all issues sent by members of a designated organization
JQL can be a bit tough at first, but if you're familiar with HTML or anything similar, it should come easily. There is also a basic version that is more user-friendly, and you can convert basic into advanced to get a better understanding of how the language works.