Setting a time to first response SLA

[Monica Yost]

Hi ,

Im wondering if any one can help.?

Im simply trying to set a time to first response to be within my SLA support priorities and I am having trouble trying to figure out how to do this

Thanks  

[Andre]

Hi Monica,

It might help if you explain how your support's SLA work. I'll assume you have a few different priorities (say, Low, Medium and High) and you would like to assign different TTFR SLAs to issues with different priorities.

If that' the case, you'll need to modify Time to Frist Response SLA to have the following goals configured (change the time to match your department's goals). Atlassian documentation has the details on how to do that.

You will need to consider how the issue priority is set. There are usually two schools of thoughts on that: let the customer choose the priority directly during the request submission (easy to configure, but may not work for larger customer base)  or use impact-urgency matrix to calculate issue priority automatically (a bit more complicated to set up, but less prone to everything becoming High priority). 

Another gotcha is if the issue is initially prioritised as High, then misses TTFR (or really any) SLA, but later is re-prioritised as Medium or Low with longer SLAs, that missed SLA mark will not be reverted.