Service-level agreement (SLA)

See wikipedia. An SLA in JIRA Service Desk is made up of two settings: time measurement and goals for issues. 

Time metrics define how time is measured and goals set the amount of time that's allowed for different scenarios. 

SLA information appears on both issues and queues, so no matter where your team work, they'll be able to see if they're on track to meet their SLA goals.

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Last modified on Jul 7, 2014

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