Learn how to succeed in your role as a service desk agent.
How is JQL used to create SLA goals?
JQL stands for Jira Query Language and is the most powerful and flexible way to search for issues in your service desk. Queries are created as simple elements strung together to form a more complex question.
With JQL, you can clearly define what kind of issues should make up an SLA goal. When creating or editing a goal, you'll see prompts to help you fill in the issue field in the correct JQL format.
Example: Time to first response SLA has an objective of 2h for high priority issues (the JQL is priority = Highest), and 8h for all other requests.
For more information on JQL syntax, see Use advanced search with Jira Query Language (JQL).
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