How can I set up SLA

[Janna]

Is there anybody who can help me to set up SLA in service management in both Incident and service request.

For ex:

• Medium severity is 4hrs - 8 hrs response time
• High severity is  45 mins - 2 hrs response time 
• Urgent severity is 15mins -1 hr response time

Tried to use this:

15m - 9-5 Calendar days - issuetype in (Incident, "Service requests") AND priority = "Severity 1"

not sure if this will work. Appreciate your help on this.

Thank you

[Mark Higgins · Accepted solution]

Hi Janna,

Your SLA's are similar to ours. 

We have two calendars, one is a business operation calendar that runs from 8am to 6pm, Mon to Fri, and the other is the Default 24/7.

The low and medium work on the ITO calendar and the highest / high on the default.

Let me know if that helps?

Mark

Would help if the pictures where there :-)

[Janna]

Hi Mark,

Above screenshot is example of our SLA, Is it possible to use one JQL query for incident and service requests?

For example, critical-time

15mins to 9 to 5 calendar days-Ticket category in ("Service requests," "Incidents")

[Mark Higgins]

Hi Janna,

You should be able to create the JQL with priority = highest and (issuetype = incident or issuetype = servicerequests)

However its not something we require at present?

Pls let me know if it does / does not.

Cheers

Mark

[Janna]

Hi Mark,

Thank you for that. I have a last question, how do you configure your JQL for Time to resolution, Time to review normal change and Time to close after resolution? is the same configuration with  Time to first response?

PS. I used 

priority = "High" AND issuetype = "[System] Incident" but It doesn't work

Thank you so much for  your help

[Mark Higgins]

Hi Janna

We have multiple SLA's 

:

Time to resolution

So in the example there are 5 goals, that are evaluated from top to bottom, so we start with is it low and then move up to highest, and the calendars are key for the clock to work as expected.

If your P3 for example, are only from 8am to 6pm, Monday to Friday, then a ticket raised at 5pm, would have 1 hour on day 1, then 3 hours on the following day. In our work place, that is 5 to 6, then the clock starts again at 8am the next morning, so we have until 11am to resolve.

Time to first response is similar, and again, if your priorities depend on the calendars, then this is key in getting the SLA clocks to work.

On you issue with priority = "high" and type = "incident" can you screen shot it for me?

Thanks

mark