To create a new SLA:
From your service desk project, go to Project settings ()> SLAs. All existing SLAs are displayed in the Team goals (SLAs) sidebar.
Click +New Metric to create a new SLA metric.
Name the SLA. Create a new name or select an existing name. You won't be able to change the name of your SLA once the SLA has been created, so enter one that clearly explains what it measures.
Click Save to confirm the changes.
You can set up a new SLA using an existing SLA name or create a new SLA name. When you create a new SLA name, it can then be used by all service desk users on your Jira site. If an existing SLA name is used, the newly created SLA will be specific to your service desk. It's the name, not the SLA metric information that's copied to all service desk projects on your Jira site.
Jira admins can choose who has permission to create a new SLA name.
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