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Community resources
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- Tag: sla
Tag: "sla"
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...rogress.” Will you hear back today—or next week? Let’s talk about SLAs in JSM from the perspective of customers. Any updates, sir? When customers cannot see what’s happening behind the s...
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In traditional ITSM, an SLA Agreement feels like a solid contract: fixed deadlines, strict conditions, and clear accountability. But in Agile environments, the reality looks very different. Work is s...
- App Central
- Article
- automation
- jira
- sla
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...ervice Level Agreements (SLAs) come in. For teams handling service requests or technical support, meeting SLAs targets is critical. Every minute beyond the agreed resolution time can lead to lost c...
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In enterprise environments, maintaining high service quality and accountability is essential. Jira Service Management (JSM) Data Center provides powerful tools to monitor Service Level Agreements (SLA...
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...Pause conditions & first response: common gotchas Comment vs. Status - if your SLA stop condition is tied to a status transition, adding a public comment alone won’t stop the SLA. Safest p...
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SLA fields out of control? You’re not alone Have you ever opened Jira’s custom fields list and spotted like 20+ “Time to resolution” fields? Yes, it’s possible. Because JSM creates locked SLA c...
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Hi there, I deleted our JSM default SLAs and created new ones. I set them up according to the instructions, but I can't see the SLA counters in the project's queue. What am I doing wrong? Thanks!!!
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...ollow up or track what’s happening. SLA compliance becomes guesswork. Feedback? Lost. Time? Burned. But what if your entire intake-to-resolution workflow could be handled with structured forms, a...
- App Central
- Article
- cloud
- datacenter
- forms
- jira
- sla
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When support tickets pile up and customer patience runs thin, reliable SLAs (Service Level Agreements) become your best ally. They bring clarity, accountability, and calm into what can otherwise b...
- App Central
- Article
- jira-cloud
- jsm
- sla
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Have you ever opened an SLA report in Jira and thought: “What on earth is going on here?” Timers stop in random statuses, work items sit unassigned for days, and the reports show data y...
- App Central
- Article
- jira
- sla
- sla-report
- time-to-sla
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It's Friday then... It's time for the last, but not least, post in my SLA Common Challenges series 💁♀️ This challenge is about: Transparency 🎯 SLA tracking isn’t just about h...
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You’ve checked your SLA dashboard. Everything looks fine: response times are on target, resolution times are within limits, and nothing seems to be breaching. But something still feels off....
- App Central
- Article
- jira
- sla
- support
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Sometimes an SLA breach happens not because of an actual delay, but due to failed automation or a technical misstep. That’s where the Reset SLA feature comes in — it allows you to configure s...
- App Central
- Article
- datacenter
- reset
- sla
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Another Friday, another common SLA challenge!🎯 This time, we're focusing on: Process Optimization 📉 Here are three points worth considering we've identified during our research: 1. Not e...
- App Central
- Article
- sla
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With this post, I'm kicking off a short series on common challenges related to SLAs based on insights we gathered during research for our SLA Time Management app 📚 Let’s start w...
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Hello, Can someone explain what happens when due date is set or not set in a SLA? Please take a look at the screenshot in the "Pause counting time during..." option or the "Finish counting t...
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You’ve just closed a customer issue. The resolution was logged, the agent moved it to “Done,” and the customer confirmed everything looks good. Yet when you glance at the SLA panel… It’s still c...
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...ealistic timeframes, and build smoother collaboration, even without daily check-ins. In this article, we’ll show how non-tech teams can benefit from OLAs in Jira, and how our app, SLA Time and R...
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...o. After all, I also find myself on the other side sometimes, and when I do, I want answers fast 💁♀️ That’s where the ultimate must-have comes in: SLA. More precisely, a well-configured SLA...
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Hi App Central community! 👋 Are you tired of juggling SLAs across projects? Facing SLA logic déjà vu? Then join us for a step-by-step guide to fixing your setups and making them work for y...
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You’re hitting every SLA. Your dashboards are green. But something still feels... off. Customers are following up more often. Tickets are looping between assignees. The team feels overloaded, e...
- App Central
- Article
- cloud
- datacenter
- jira
- kpi
- sla
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Hello, 2 Things RE: SLA's - 1. I am wondering if there is a way to setup pausing an SLA (Time to first response) when the user 'Adds Internal Note' 2. If the Assignee &a...
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SLA performance isn’t just about numbers — it’s about understanding what they tell you. Are your teams consistently meeting expectations? Where are the bottlenecks? What’s working — and what’s n...
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...ncidents, ensure SLA compliance, and track the frequency of high-priority blocker issues. This report lists high-priority incidents filtered to: ⚡ Incident issue type with "Highest" p...
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We’re excited to announce the launch of SLA Time Management, our all-new app built on Atlassian Forge designed to simplify how you set up, monitor, and manage SLAs in both Jira and Jira Service M...
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