What are SLAs and how do I view them in my service desk?

SLAs are created by project admins to measure the level of service provided to customers by service desk teams. It includes the time taken to respond and resolve different types of requests.

With SLAs, you can be proactive, not reactive. Jira Service Desk's powerful rules engine automatically applies SLA targets as requests enter the queue. SLA timers help you visualize how much time you have left to meet your team's service goals, so you can keep track of what needs to get done. Simple color coding makes it easy to visualize what can wait versus what needs to be worked on right away.

SLAs are displayed in queues in the issue view of a request allowing you to track the status of an SLA. This includes:

Time left on the clock - this is how long you have left to resolve the request until the SLA is breached. If the SLA has been breached, the time is displayed as a negative number. The timer will automatically turn yellow, then red when the SLA has been breached.

Status icon - this represents the status of the request. The following icons are used:

  • Clock - if the clock is aqua it symbolises that the SLA is still being measured, however, if the clock is red it symbolises that the request is overdue and the SLA has been breached.

  • Pause - if the clock has stopped counting on the SLA, a pause icon is displayed. This may occur for example when you are waiting for a customer to provide additional information.

  • Red cross - if you have breached the SLA, a red X is displayed.

  • Green check - once you complete the request within the SLA, it will display a green check.

SLA name and time for resolution - this shows the type of SLA that is being measured and the time for the request to be resolved. For example, Time to resolution within 8h. You can hover over the calendar icon to see which calendar has been used to measure the SLA.

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