What are SLAs?
SLAs measure the level of service provided to customers by service project teams.
Create service level agreements (SLAs) to manage goals
SLAs allow you to manage your team’s goals to better serve your customers.
Create and edit an SLA
Set up SLAs to track your team’s performance.
Set up service level agreement (SLA) goals
Define a list of goals for your SLA based on time to resolve, working hours, and work types.
Use priority to group SLA goals
Scale up your SLA configuration by creating more efficient goals for your Jira Service Management projects
Set up SLA calendars
Create SLA calendars to reflect your team’s working hours.
Set up SLA conditions
Define start, pause, and stop conditions for your service level agreements (SLAs).
Set up SLA format display
Define the format for the tooltips of an SLA to display in the queue view and on individual work items.
Auto-close resolved service requests
Keep your service requests tidy by automatically closing requests.
Auto-close incidents after they are resolved
Automation flows can be created to automatically close resolved incidents.
Clean up unused custom SLA fields
Find out how to clean up unused custom SLA fields in Jira Service Management.
Support timelines in the portal
Show helpseekers exactly when to expect a response. You can now choose to display SLA time targets directly on portal requests to better manage expectations.
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