Importing SLAs
Sometimes you may want to reuse SLAs that already exist in another service desk project in your own project. Importing SLAs will import the full configuration of your SLA, including calendars, and allow you to use the same SLAs in your project. These SLAs are not linked, so if you make a change to the SLAs in the source project, you'd need to reimport the SLAs to see them in your new project.
Importing an SLA configuration
Before you import your SLAs, we recommend you take a look at how the SLAs are set up in the source project, and make sure you have the required elements in your project. For example, you'll need to make sure you have the same Start, Pause and Stop conditions available, and the same request types available, as these are used to calculate your SLA.
To import an SLA configuration:
- Navigate to your project and select Project setting in the sidebar.
- Select SLAs.
- Select + Import SLA configuration.
- Select the source project you want to import the SLAs from, and if you want to replace all the existing SLAs, check the relevant box.
Once you've selected the source project, if there's any errors or warnings that relate to your import, such as duplicate SLA names, you'll be informed. Some of these you can fix at a later date, or you can choose to stop the import, make the changes, and then reinitiate the import. - Select Import.
You've just imported the SLAs, and they're now ready to go in your project. Note that these SLAs will not affect any closed issues, but if you have open issues their SLAs will be recalculated.