Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
The features described in this article are only available on Premium and Enterprise plans. To use these features, turn on Customer service management on the Features page in Project settings.
You can set SLA (service level agreement) goals for different types of customers or organizations by using Jira Query Language (JQL). The SLA goals you set can be based on their location, support tier and more.
To create SLA goals:
From your service project, go to Project settings, then SLAs. All existing SLAs are displayed here.
If you need to, create a new SLA.
Select Edit on the SLA you want to add a goal to.
Select Add new goal (+) in the Goals section.
Under Time goal, set up a target time for the issue to be resolved. The goal can be empty or defined using the format: 4h 30m.
Under Calendar choose a calendar to specify working hours when time can be counted against SLAs.
Under Issues to display (in JQL), enter a JQL statement using the functions below.
Select Save.
Syntax: customerDetail( )
Supported fields: Assignee, Reporter, Voter, Watcher, custom fields of type User
Supported operators: IN , NOT IN
Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED
Create an SLA goal for customers that are in a platinum support level
reporter in customerDetail("Support level", "Platinum")
Create an SLA goal for all customers not in Europe:
reporter not in customerDetail("Region", "Europe")
Syntax: organizationDetail( )
Supported fields: Organizations
Supported operators: IN , NOT IN
Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED
Create an SLA goal for gold-tier organizations
organizations in organizationDetail("Tier", "Gold")
Create an SLA goal for organizations in the APAC region:
organizations in organizationDetail("Region", "APAC")
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