Jira Service Management Support

This example looks at how you might create a very basic SLA for a service project with a basic workflow:

All highest priority and blocker issues must be resolved within 24 hours.
You provide 24/7 support for certain customers (these issues are labeled with "24h").
You provide 9-5 support for all other customers, but you don't track SLA metrics for them.

Workflow of a basic issue where SLA is not paused

Set the following conditions:

Condition	Value
Start	Issue Created
Stop	Resolution: Set

Set goals in the following order:

Issue	Goal	Calendar
priority = Blocker OR priority = Highest AND labels = 24h	24h	Default 24/7 calendar
priority = Blocker OR priority = Highest	24h	Sample 9-5 calendar
All remaining issues	No target	Sample 9-5 calendar

SLA configuration values set as described above

Products