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:

  1. Navigate to your project and select Project setting in the sidebar.
  2. Select SLAs.
  3. Select + Import SLA configuration.
  4. Select the 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 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.
  5. 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.

Fixing your SLA import

When you import SLAs, you'll be notified of any issues with your import, and you can fix these after the import. We've pulled together a list of the issues and resolutions to help you get your project up and running as soon as possible.

Issue Resolution
Goal triggers - the start, pause, and/or stop conditions used by the SLAs you're importing don't exist in the project that you're importing too.

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

  • delete the condition from your imported SLA
  • create the condition/s that's missing in your imported SLA
Goals - the search filter you're using in the SLAs you're importing is invalid in your instance. Some of the criteria is not available in your instance. Edit the SLA's search filter and remove the incorrect criteria to fix it.
Calendars - a calendar you're importing has no hours assigned to the work weeks. Add working hours to the calendar, or you can delete the existing calendar and assign another calendar.
Report - there's an existing report that uses an SLA you're about to delete during your import. Fix the report/s affected and either:
  • replace the SLA in the affected report
  • delete the report
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. Either delete the 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 Apr 30, 2019

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