Importing SLAs

You can reuse SLAs that 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.

SLAs are not linked, so if you make a change to them in the source project, you'd need to reimport the SLAs to see them in your new project.

How to import 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. Make sure you have the required elements in your project. For example, you'll need to have the same Start, Pause, and Stop conditions available, and the same request types available. These elements are what's used to calculate your SLA.

To import an SLA configuration:

  1. Go to Project settings in the sidebar.
  2. Select SLAs.
  3. Select + Import SLA configuration.
  4. Choose the project you want to import the SLAs from. If there's any errors or warnings that relate to your import, like duplicate SLA names, you'll be informed. You can fix some of these at a later date, or you can choose to stop the import, make the changes, and then reinitiate the import.
  5. If you want to replace all existing SLAs, check the relevant box.
  6. Select Import.

You've just imported the SLA and they're ready to go into your project. Note that these SLAs will not affect any closed issues, but if you have open issues their SLAs will be recalculated.


How to fix your SLA import

When you import SLAs you'll be notified of any issues with your import that you'll need to fix. Here's a list of the issues and resolutions to help you get your project up and running, as soon as possible.

Issues with goal triggers

The start, pause, and/or stop conditions used by the SLAs you're importing don't exist in the project you're importing them too.

How to resolve

Depending on your project and what you need to use the SLAs for, you might want to:

  • delete the condition from your imported SLA
  • create the condition/s that's missing in your imported SLA.

Issues with goals

The start, pause, and/or stop conditions used by the SLAs you're importing don't exist in the project you're importing them too.

How to resolve

Edit the SLA's search filter and remove the incorrect criteria to fix it.

Issues with calendars

A calendar you're importing has no hours assigned to the working week.

How to resolve

Add working hours to the calendar, or delete the existing calendar and create another calendar. Learn more at Create and edit SLA calendars

Issues with reports 

There's an existing report that uses an SLA you're about to delete during your import.

How to resolve

Fix the report(s) affected and either:

  • replace the SLA in the affected report
  • delete the report.

Issues with request and issue types

The request and/or issue types used by the SLAs you're importing don't exist in the project you're importing too.

How to resolve

Either delete references to these in the SLAs, or create the missing request types/issue types and add them to the JQL or condition.


Last modified on Sep 9, 2019

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