Goals and conditions not set in existing SLA

[stefan-lochten]

When selecting an existing SLA, the goals and conditions are not being carried over.
Is this possible, or am I missing something?

The first image shows the created SLA

The second image shows the selected SLA without any goals or conditions.

Who can help me resolve this?

[Alina Kurinna _SaaSJet_]

Hello @stefan-lochten !

Based on your description, it seems that when selecting an existing SLA in Jira Service Management, the associated goals and conditions are not being applied as expected. To better assist you, could you clarify the following details?

1. How is your SLA currently configured?
2. What start, pause, and stop conditions have you defined?
3. Are the goals linked to specific issue types, priorities, or other criteria?
4. Are you applying the SLA to a new issue or modifying an existing one?

And if you're open to using Atlassian Marketplace add-ons and looking for a more flexible way to manage and automate SLAs, I recommend trying the SLA Time and Report for Jira add-on, which is developed by my team. It offers advanced SLA configuration options, including:

• Customizable SLA goals and conditions based on custom fields.
• Automated time-based notifications when SLA conditions are breached.
• Real-time reporting and analytics to monitor SLA compliance.

You can also try the 30-day trial version to see if it fits your needs.

Please provide the requested details, and I'll be happy to help you further.

[stefan-lochten]

Hi @Alina Kurinna _SaaSJet_ ,

Thanks for your response!

We've successfully installed the plugin, and I'm now wondering how to set up the 'Time to First Response' metric. Specifically, how should it account for internal comments? Since internal comments are also counted as responses, I want to ensure that the configuration reflects the intended behavior.

Looking forward to your input!

[Alina Kurinna _SaaSJet_]

@stefan-lochten 

Thank you for reaching out!

You're right to clarify this. Internal comments should not affect the Time to First Response metric, as they are not visible to the customer and do not count as the first external interaction. To ensure this behavior, the SLA should be configured to start tracking only when an agent adds a public comment, while internal comments remain excluded from the calculation.

I recommend contacting our support team for more precise guidance tailored to your specific setup. They will assist you in configuring your SLA metrics correctly and help resolve any questions you might have.

You can also explore our documentation, where step-by-step instructions guide you through setting up and managing SLAs.

We're here to ensure you get the most out of SLA Time and Report!

[Trudy Claspill]

Hello @stefan-lochten 

Welcome to the Atlassian community.

Can you clarify how you are "selecting an existing SLA"?

Do you mean that you are...?

1. Going to Project Settings

2. Selecting the SLAs page

3. Clicking the Add SLA button

4. Selecting an SLA from the pull-down list.

If that is the path you are following, then the template SLAs you can select don't come with predefined goals and conditions. You have to set those. That is stated in the documentation:

Create an SLA 

[stefan-lochten]

Hello @Trudy Claspill ,

Yes, that is indeed the path I'm following. It feels a bit strange that you can select something that is essentially just a name, without any predefined goals or conditions attached