Create and edit an SLA
An SLA (service-level agreement) measures how long it takes to complete key actions in your service project. You can define multiple SLAs to track different goals and metrics.
SLA を作成する
Avoid assigning the same user as Reporter and Assignee at the same time.
This may cause SLAs to behave inaccurately.
When you create a new SLA, it’s automatically applied to all relevant work items, both open and closed, based on your configuration.
SLA を作成するには、次の手順に従います。
From your service project, select Space settings, then Request management, then SLAs. All existing SLAs are displayed here.
Select Add SLA.
時計アイコンの横のフィールドに、SLA の新しい名前を入力するか既存の名前を選択します。
You won't be able to change the name of your SLA once it is created, so choose one that clearly explains what it measures.
Set goals and conditions for the SLA. Read more about setting up SLA goals and setting up SLA time metrics.
各 SLA には最大 90 個の目標を追加できます。
[保存] を選択します。
Edit an SLA
You can edit an SLA to change how it measures time, goals, or conditions.
To edit an SLA,
From your service project, select Space settings, then Request management, then SLAs.
Find the SLA you want to change and select Edit.
Make your updates, then scroll down and select Save.
How SLAs behave when you edit them?
Editing an SLA can cause some open cycles to close, restart, or disappear. These behaviors are expected system outcomes that depend on how the start and stop conditions are changed.
Completed cycles
Completed cycles stay as they are. Once an SLA cycle has both its start and stop conditions met, it’s considered completed. Changes to your SLA configuration don’t affect these finished cycles. If your new configuration would reopen a previously completed SLA, the system starts a new cycle instead.
System won’t create a new completed cycle, even if your new conditions would have completed additional SLA cycles based on past events. The system only processes SLA cycles that complete after the configuration changes.
For example, if you change a stop condition to reference an event that already occurred in the past, that past event won’t generate a new completed SLA cycle.
Ongoing cycles
Ongoing cycles are recalculated or discarded, depending on your changes. Any SLA currently in progress is recalculated using your new configuration and time metrics. This ensures that the SLA continues measuring against your latest setup.
However, depending on how start and stop conditions are updated, the existing cycle may behave in one of the following ways:
Remain active: The edited SLA will remain active if the new configuration satisfies the start condition. When a work item already has completed SLA cycles, the ongoing SLAs may not update to the new configuration and continue using the previous rules. Manual intervention may be needed to fix this. This behavior is most common when you change a stop condition to a start condition. Read how to resolve wrong or missing SLAs.
Be discarded entirely: If the start or stop conditions are replaced with new ones that don’t apply to any previous event, SLA will be discarded and disappear. Most commonly, this happens when the stop condition is changed to reference an event that already occured in the past.
If the condition that originally triggered the SLA no longer exists, the SLA remains open until a new event matches the start condition.
For example, if your SLA starts with Comment: by customer and you later remove the Reporter from the work item, the ongoing SLA cycle becomes invalid and will remain open until a new event meets the start condition again.
Keep your SLA configurations up to date
Review SLA configurations regularly to ensure goal definitions and conditions reflect your current workflows. If key data in a work item changes, open SLAs adjust automatically to reflect the new state.
例:
If the priority changes from Critical to Blocker, time already tracked counts toward the new goal.
The SLA won’t restart unless the change affects start or stop conditions.
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