We’ll also discuss exactly why you would want to create a new Jira workflow, customized to your team’s processes, and how you would go about doing so. You must be a registered user to add a comment. In our example, we have the following groups of steps: Preparation (Record basic details) Evaluate product usage (Analyze how they use your product, Identify key points of value, Quantify the impact of cancellation, Determine ways to increase value) Contact the customer (Call the customer, Summarize why they want to leave) Process. It can be time to response within 3 hours. That "Breached 4. Jira Service Management projects will come with a few SLAs by default, but this is a great opportunity to customize the expectations for your. Jira Service Desk has revolutionized how we do IT. m. Rule run optionsI also have a need for my non-business hours SLA calendar to include Holiday days excluded from my business hours SLA calendar. Create an SLA (or edit an existing one) Choose the start condition (when should this SLA start to count down) Choose stop condition (when should the SLA stop counting) Under goals, set the desired JQL queries to match your issue (example issuetype = incident) This means that every issue that meets the start condition from step 2 and is. You can then have Automation for Jira transition to that special status and back to effectively reset the SLA counter. By default, Jira Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week. See Field input formats, for details of each field's JSON semantics and the values they can take. Easily create SLAs, check real-time reports, and begin to improve your service. If you are building an Atlassian Connect app to interact with the Jira Service Management Cloud REST API, authentication is handled by JWT (JSON Web Token) technology. Most of the SVD setup (like workflow, calendars & standard offered SLA metrics) are the same for all projects, while other aspects (users/project roles/. One of the most popular ITSM help desk offerings is Jira Service Management (formerly called Jira Service Desk). The company XXX IT HELP DESK will provide (Customer Name/Department Name) with the following. 5. You can then use that additional parameter to create 2 goals. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. The major difference between this and the example you posted is that this SLA ends when the issue is actually closed, rather than when the customer comments. Learn whichever a service-level agreement (SLA) is both method you can apply one to align your marketing and commercialize teams circle shared aspirations. Christopher Berry | September 1, 2022. Jira smart values - JSON functions. As we can see, it is created and resolved within the same day, yet the SLA shown it to be overdue at -40h 20m. Hi @WasimBuden . The JQL query would need to be updated as per the requirement. First of all, let us starts with the formula. Select All, and then the custom field type you’d like to create. For example, when an issue is assigned to a specific user,. Connect app scope required : WRITE. You can write SLA goals as hours and minutes, but not days. 0 scopes required: Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. I think the SLA restarts from 0 but I haven't need to know that for a while so it will need testing or RTFM. 3. Therefore the JQLs should look like this: project = JIRA AND issuetype in ("Incident Request", "Service Request") AND slaFunction = isBreached("Time to Resolution") AND created > startOfMonth() ORDER. 2 - Time to Resolution. Manage any business project. If you want an SLA to start over then this will occur if transition from the Stop (closed, rejected) to the Start (create, reopened, etc). For example, if you want an issue to auto close after 36 hours without when there is no response from the customer, select the relevant statuses to start and stop the SLA and adjust the hour goal as shown in the example below. Read more about Advanced searching through JQL. take some actions in the rule, as needed. For more advanced branding, the Refined app for Jira Service Management allows teams to design themed help, support,. Example: Creating a basic SLA Browse pages ConfigureSpace tools Documentation for JIRA Service Desk 1. SLA’s represent agreements between an organization and its customers regarding response and/or resolution to tickets. This tracks hours from 9am to 5pm, Monday through Friday. In the workaround described below, use. Jira Service Management is an end-to-end service management platform for IT teams and business teams handling service requests from customers or employees. In our example, the name will be “Location”, and the options will be the different team locations. Hi, I'm looking to change the way we report on our time to resolution SLA and looking for some help. To ensure your reports are accurate, Jira Service Desk doesn’t recalculate time for completed SLA cycles. If the setting is disabled, service desk administrators can only select from existing metric names when creating SLAs. Any of the gadgets that use filters as their search results can be configured with SLA's. An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. To manage these settings: Choose > Applications. Each service team can also customize their service desk with names, logos, and announcements. So it provides everything necessary to service requests on the first line. 12. For example, you can set an automation rule that alerts an agent when a high-priority issue is created. I then have an SLA for "Time to Resolution" that when a priority P4 ticket is picked, that is resolved in 24h so 3 working days. From there, you can. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. example: "Time to resolution" = breached () So you could put your "name of SLA" = breached () and those will return the issues that are breached. 12. You must be an administrator to create or edit reports. An incident can also be escalated to a major incident if. 6 hours before the end of the SLA – automatically set the Critical status to filter similar tasks later. To manage these settings: Choose Administration > Applications. Employees never have to leave Slack to get the help they need, and agents get all the information they need right in Jira Service Management. Slice and dice your data. Learn what a service-level agreement (SLA) is and how you pot use one the align the revenue and marketing teams around shared goals. Connor May 07, 2020. Duration conditions. Read Send alerts with Jira Service Management webhooks to learn more. Slice and dice your. This report shows the big picture. SLAs should be created for the desired outcomes of the customer. It does provide the actual time to first response, which is available with the out-of-the-box Jira gadgets. This is so that we have two full, continuous days to complete the. : Time to resolution. JIRA Service Desk lets you control exactly when time is tracked, letting you start, stop, and pause the counting based on the status of an issue or when the issue changes (for example, a comment is added). key}} - has breached its "Time To First Response" SLA. For example, you could use several Pie Chart gadgets with a separate filter for each. 2. This will make it easier to find and delete later. Service tiers allow you to distinguish between services that are mission-critical, and those that are useful and helpful but not essential. The new SLA rendering feature only shows a maximum of 2 units of time in the SLA goal for readability. Further details on SLAs configuration can be found at Create service level agreements (SLAs) to manage goals. Jira Service Desk. Mar 30, 2023. The "Approval Required" customer notification is using an old field name. The REST APIs are for developers who want to integrate JIRA Service Desk with other applications, and for administrators who want to script configuration interactions with JIRA Service Desk. 3B single email intake address. Jira Service Desk includes specific JQL syntax that can help you sort through the details of your requests and issues, and make sure you're hitting your SLA goals. Thanks in. For those of us who administer Service Level Agreements (SLAs) in Jira Service Desk , the ability to associate a calendar with an SLA is critical to configuring the SLA. Agents can: View the portal, queues, reports, and SLA metrics within a service project; View, add, edit, and delete customer-facing and internal comments on issuesWork categories also designate where each request type is shown within Jira Service Management. 1. Suggestion. Sometimes, an issue may take a few days to resolve, or lower priority issues could have a target resolution, for example, of 5 days (working days, hopefully - when the calendar feature is. It gives the possibility to set the comment as a start/pause/stop condition for the SLA timer. 12. With JIRA Service Desk, you can set up advanced SLA metrics, report on performance in real-time and drive your team forward with highly visible SLA targets. For this SLA to trigger, configure the Due field to display on the. m. These categories are pre-built into the IT service management template, but they can also be added to any of your projects through the Features page in your Project settings. The resulting number will be compared against the. Hi,. For more information about SLA design click here. This example looks at how you might create a very basic SLA for a service desk project with a basic workflow: Basic SLA configuration. Teams and customers need this. create a second rule on a scheduled trigger to watch your new custom field. – if the clock has stopped counting on the SLA, a pause icon is displayed. Hi @Miguel Belen, You should make sure the due date field is available for your Service Desk project, as described in the documentation: For this SLA to trigger, configure the Due field to display on the Issue type screen, and set the Due field when the issue gets created. In the Create project screen, click Create sample data. . Problem investigations prioritize problems that have the greatest potential for causing serious disruption to critical IT services. All the solutions are achieved by the same basic function which is a JQL filter. One of the features that stands out is “SLA breach approaching”—it allows you to set up SLA alerts. (For example see the monthly average Resolution Time per user, or weekly average Response Time per component, etc. Also, service desk agents can make good use of native Jira Service Management queues in which they can add specific SLA metrics to triage the customer requests within the queue. Regards, AdamSet up rules to automate repetitive tasks. To be honest, it is a bit confusing going around the project settings in Jira, so I might be missing something). In our setup, we have a servicedesk project per customer. You can also run summary reports to stay on. There's several ways you can do this. Migrating from Halp to Jira Service Management. Making the switch to in-timezone support. A time metric, which defines how and when time will be measured. Then use that custom field in the JQL of your SLA definition: Priority = 1 and Calendar = Weekend. Sample 9-5 calendar. A significant difference. If you need to set SLA for non-Service Desk projects, you can use third-party add-ons. Client opens a P1 ticket -> we have a commitment to send updates everyone hour. See Example: Creating a basic SLA for an example of setting up an SLA that uses a 9-5 working day SLA calendar. Impact is generally based on how your quality of. Service management and customer support. A robust service catalogue makes sure that service requests are prioritized and allocated to the correct service agent. Keyboard shortcut: 'g' + 'g' + start typing 'service desk' Use the Allow project administrators to create SLA custom fields option. Step 1: Creating an SLA Enter your service project, then go to the “Project settings” tab, then click on “SLAs”. You can also do this easily in JMWE for Jira Cloud, using the Nunjucks Tester to see the value of the SLA field. Some useful docs about SLA: Create service level. 8 automation pro-tips for your service desk. Dianne Clifford Apr 29, 2021. How come we can't set the automation to WHEN look for SLA; IF component of ticket equals "TARGETED TICKET" AND "SLA field" < remaining("2m") and assignee = currentUser(); THEN Some. Cube Apr 20, 2022. Jira Service Management (it was previously called Jira Service Desk) is Atlassian's fast-growing and market-leading ITSM offering. You can fix some of these at a later date, or you can choose to. How to manage SLA data. Documentation for [JIRA Service Desk OnDemand]and other. Check out this page to learn how to set this up. For example, for issues with urgent priority, you might want to use 24*7 calendar instead. In the navigation sidebar on the left, you can select Queues to see unassigned requests, or select a work category to see the requests within that category, based on the way you have set up your request types. SLA So, SLA allows us to set automatic deadlines for each type of request. You must be a project administrator or Jira administrator to create an SLA: From your service project, go to Project settings > SLAs. Users can now choose SLAs in the Chart by and Group by dropdowns of charts, and can incorporate SLAs into calculations in Custom Charts. For any team in Jira Service Management Queues are the mission control for the project. based on time / date of creation) and set the SLA calendar to use in a label or a custom field. You can also view the number of SLA fields being used, and clean up unused fields. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. ). This tracks hours from 9am to 5pm, Monday through Friday. What are work categories? There are five main IT Service Management (ITSM) work categories in Jira Service Management. But across these various activities, IT is seen as a service that is delivered to customers within an organization. Set up an SLA like this if your team can't begin their work until a date in the future. 3) Top 15 Help Desk KPI Examples. 1 answer. Otherwise, this article applies. In this brief article I am going to share some things to consider. Set the hours for whatever you need. Time Limit SLAs are the most common type of Jira Cloud SLA. They want to pause the SLA until they receive the hardware from their supplier (on the expected due date), then unpause the SLA when the due date has passed. Sample 9-5 calendar. 24 hours a day and seven days a week means the service desk is continually staffed. All existing SLAs are displayed here. Jira Service Desk. Workflows can be associated with particular projects and, optionally, specific issue types by using a workflow scheme. Performance. We have different SLA's based on. Click New report. Sector, niche, or industry aside, to survive and thrive in an ever-evolving digital landscape, working with measurable online data analysis and. In this video, we talk about the benefits and possibilities of creating a unique Customer Portal in Jira Service Management. By default, Jira Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Find answers, ask questions, and read articles on Jira Service Management. In the SLA metric names section,. It calculates a month and a year by using approximations of 4 weeks and 12 months respectively. These templates include pre-configured request types, workflows and other features relevant to their type. The creation of a new SLA will result in the creation of a new custom field. Jira does not provide an API for resetting SLA counters, the closet thing is configuring service desk to finish the SLA to a custom status i. Jira Service Management provides powerful built-in SLAs (service level agreements), so teams can track how well they're meeting the level of service expected by their. Scroll down to the Jira Service Desk section and choose. Both. Update as of 24 Feb, 2017. The EVENT_TIME. Jira Service Management (JSM) comes with a number of reporting options allowing you to see your team’s performance metrics and better understand trends in your workload. As such there is a natural overlap in functionality between what is provided by Jira Service Management and what is provided by the Jira platform. As an Agent this is where you categorise effort, make prioritisations decisions, and launch into action. Read about how to connect to the Atlassian Data Lake. In Jira Service Desk, SLA information is displayed everywhere – in queues, issue detail view, in Jira issues themselves, and in the SLA dashboard – so SLAs are. Communication templates are one of the most helpful tools during an incident. Impact measures the effect of an incident on a business' processes. For any fault we receive, the SLA clock does not start until the following day. You can also view the number of SLA fields being used, and clean up unused fields. Scroll down to the Jira Service Desk section and choose Configuration. When email requests come in, it takes a lot of manual work to determine their request type. See Field input formats, for details of each field's JSON semantics and the values they can take. 0; Jira Misc Workflow Extensions (JMWE) - 6. You don’t need to recopy the code. Service Desk SLA works independently, You cannot set custom fields that time will be taken from and included in SLA calculations. You can also view the number of SLA fields being used, and clean up unused fields. This tracks hours from 9am to 5pm, Monday through Friday. This is the reference document for the REST API and resources provided by JIRA Service Desk. This guide instructs how to configure notifications in Jira Service Management that will be sent when an SLA has been breached. This ensures that requests with the highest priority are resolved first. Read more about JQL syntax. Jira Service Management chat users can create a two-way sync between conversations in Slack or Microsoft Teams and Jira Service Management. The problem was I had a screen that set resolution and I also had a post function on the transition that set resolution. . For example, in an SLA that is measured based on when an issue is Waiting for support, you can see whether the SLA. pkey = 'TEST' and i. Automation. 6. In this case, you can try third-party solutions like SLA Time and Report. For example, if you create an SLA named Time For First Response in a Service Management project; a new custom field will be created with the exact same name. Jira Service Management is an end-to-end service management platform for IT teams and business teams handling service requests from customers or employees. When you set an SLA, you select three things: Who can view your SLA: only agents or also customers on the customer portal. An example of the service request process, in brief: A customer (internal or external) requests help from your service portal or via email. You can create custom fields in your Jira. For example, you may pause an issue's SLA clock when the issue's status is set to "waiting for customer". Check the If you don't have a configuration file or you want to create a new one, leave the Use an existing configuration file option unchecked. In today’s business world, the competition is fierce. State conditions. Secondly you will also need to add an automation in the same area for when a user replies, it will transition from the reminder statusses to for example "response received" to stop the SLA timers. Here is a list of gadgets that can be used to build a powerful dashboard in Jira for tracking a Kanban project in an effective way. Incidents is an IT service management category that deals with unplanned events that disrupt or reduce the quality of your service (or threaten to do so). Dashboard templates for Jira Service Management These dashboard templates are available if your Analytics workspace has an Atlassian Data Lake connection that. Select Filters > Advanced issue search. This trigger allows you to provide timely feedback to customers, alert agents, and automatically prioritize requests accordingly. Together, these automatically close incidents three business days after an agent resolves them. Set up SLA goals. How to set SLAs. For example, managers might want to see. Our company is using Jira Server. on the. Unlike SolarWinds, Jira Service Desk is a helpdesk ticketing system suitable for both ITSM and customer service. You provide 24/7 support for certain customers (these issues are labeled with "24H"). SLA breaches. Read more about setting up SLA goals. This is now available in Jira Service Management 2. A Jira workflow is a set of statuses and transitions that an issue moves through during its lifecycle, and typically represents a process within your organization. Service project team members who work on customer requests can: View the customer portal, queues, reports, and SLA metrics for a projectBoost your productivity by learning how to use advanced search with Jira Query Language (JQL) in Jira Service Management. 2. Create a new calendar. For example, you can post a message in a Slack channel when a major incident occurs. If you are after an introductory, high-level view of the Jira REST APIs, then the best place to start is the Jira REST API home . 2. The good. Example: creating an SLA that doesn't track continuous time; Example: creating an SLA with multiple cycles; Using JQL queries specific to SLAs;. A Jira Service Management Guide for Support Teams. If the issue's current status is not an allowed status for the new issue type, Step 2. This is a standard need for anyone running a 24x7 support operation. Check out Example: creating an SLA with multiple cycles to learn how to create a more complex SLA by. Learn about different Jira Service Desk measures and dimensions - what they are and how they work. Jira Service Desk includes specific JQL syntax that can help you sort through the details of your requests and issues, and make sure you're hitting your SLA goals. A help desk SLA (service even agreement) is an official contract between the service provider and the end user describing the level to service into be supplied. An example of an incident might be a specific instance of application or hardware malfunction such as data issues or network failures. The REST APIs are for developers who want to integrate JIRA Service Desk with other applications, and for administrators who want to script configuration interactions with JIRA Service Desk. Jira Service Desk lets you create calendars that match the working hours of your team including lunch breaks, holidays, and weekends. Viewing, creating, and editing issues and viewing boards (Jira Software, Jira Work Management) Viewing and editing issues, viewing queues, and raising requests (Jira Service Desk) These dashboard templates are available if your Analytics workspace has an Atlassian Data Lake connection that includes Jira Service Management data and has the scope of data set to “All data”. Thanks in advance. If your P3 for example, are only from 8am to 6pm, Monday to Friday, then a ticket raised at 5pm. Example: 1. Jira Service Management is built upon the Jira platform. Strange that JIRA Service Desk doesn't support SLA plan assignment to Organisation - for me it is very logical feature. If using that version or higher, refer to Automating your service project. The company XXX IT HELP DESK will provide (Customer Name/Department Name) with. Add two organizations (Orange and Microwave), properly moving your customers to their respective organizations. It has flexible Start/Pause/Stop conditions according to your project issue fields ( (Status, Assignee, Issue Type, etc). For example, a new employee. Setting up the SLA time metric. Performance. In Jira Service Management, the impact and urgency of an incident request is used to calculate its priority. The rule name appears on the main automation settings page, so choose a name that. Or If Priority is Medium, resolution is <5 days, etc. One filter could display active non breached SLA's, the other could show breached SLA's. To create a new calendar in your service project: IT Help Desk primary first level support. There will be as many previous cycles as times an SLA is reset. Project reports from Excel sheets. The 30 SLA limit is most likely a limitation of the Jira Standard plan, so if you want more, you should either upgrade to Cloud, which is costly or install a third-party add-on without such limitations, which is much cheaper. Jira Service Management creates duplicate tickets for each message sent to the connected email account. This query finds all issues in the Test. These would be the steps to properly set both SLAs as you need: Navigate to your project and click on Customers, at the left menu. ; The projectId comes from the peer Jira platform domain Project object. Major Fix the issue in 72H. This is built into the supported Atlassian Connect libraries. All other issues have the same response time goal of 24 hours. Since it has been built on. Select Create. You must be a. In the SLA metric names section,. The following describes reports we recommend for teams that track SLA goals – which metrics we think are useful and why, and how to create reports. It helps your agents prioritize issues, and identifies the required time for actions to be taken to resolve. If nothing was done after 5 hours, change the executor to a more experienced one – you. You can request compensation for incidents that occur during the following experiences: Site downtime. JIRA Service Desk 3. When you set an SLA, you select three things: Who can view your SLA: only agents or also customers on the customer portal. Pattie JIRA Service Desk 3. The pros of JIRA Service Desk. Service desk and customer support. I removed the post function and now everything is working properly. Purpose. Create a new calendar. Set up SLAs to track your team’s performance. set the custom field for the next time to check for updates. Access all features in Jira Service Management; Manage users and roles in service projects; Set up customer portals, request types, queues, reports, and SLAs; Perform all tasks that agents can; Agents. Click on “Add SLA”. This way when the Priority change, a timer will stop and the new one. Assign Fields for SLA Conditions: Select the fields relevant to SLA conditions depending on your organization's workflow. The Calendar is Monday to Thursday 8 working hours, starts at 8:30 am to 17:30pm. See following documentation for setting up SLA's. See all smart values that take issue fields and convert them into JSON format. You can select the SLA to monitor, and the time before or after. If you have already configured the SLA's, you can open a test ticket from the portal and then review the ticket from. This is used when no calendar has been assigned to an SLA goal. Choose a service management template > Select Use template. Service desk scorecard - Customer experience. If the first responder can’t resolve an incident, they circle back to the service desk, which escalates the issue to the appropriate next line of defense. Setting OpsGenie Alert Priority via a Jira custom field. For example, integrate it into the support section of your website, or have a get help menu on your mobile plugin, or hook up alerts from a system monitoring tool to create incidents in Jira Service Management. Locate your dashboard and click more (•••) > Copy dashboard. This dashboard is intended to give service desk teams retrospective insights on the level of service they are providing via several key metrics. Clean up unused. NOT create a different SLA altogether what you want is to have a single SLA rule BUT have different Goals per org. The service desk not only receives customer requests, but also classifies, prioritizes, assigns, monitors tickets, and acts as a single point of contact for any inquiry. 5. In the latest release of Custom Charts for Jira, we introduced a new feature that provides better support for Service Level Agreement (SLA) data used in Jira Service Management (JSM) projects. For example, if your business operated in New York and Rio de Janeiro, your service project agents can add a location label to requests from each region. SLIs are metrics used while evaluating SLOs. At a high level, a security context is exchanged when the app is installed, and this context is used to create and. To create a new calendar in your service desk project:Since this wait time is spent while the issue is in “In Progress“, it is included in the cycle time. Select more (•••) > Convert to subtask. We’ll cover Jira workflow best practices as well as some practical examples. Here's an example of the New SLA form: Check out Example: creating an SLA with multiple cycles to see how to create a more complex SLA by starting and stopping the time counter throughout the workflow. Enter a name for your new SLA in a field next to the clock icon. Once an issue has been created for the selected project, SLA should begin. A simple query in JQL consists of a field, followed by an operator, followed by one or more values or functions. Each Jira workflow is composed of a set of statuses and transitions that your issue moves through during its lifecycle. Create Date Time: TEXpress Lanes Care created issue - 2019/01/15 12:34:01 (At this time the SLA start running) 2. All highest and blocker issues must be resolved within 24 hours. Table for SLA data SLA. Agents do not have the permissions to add new queues or configure existing ones; however, Jira Service Management queues allow you to automatically triage and prioritize issues for. This is a very convenient and useful feature, without which working with Clients would be less transparent and comfortable. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a Jira projectId, and projectName. It calculates a month and a year by using approximations of 4 weeks and 12 months respectively. It has flexible Start/Pause/Stop conditions according to your project issue fields ( (Status, Assignee, Issue Type, etc). 1. Now that the importance and differences between SLA, SLO, and SLIs has been identified, let’s focus on 5 key steps. Set up your service project in a way that empowers your agents and your customers get help for their requests. Most times, the issue is just simply passed on to the appropriate team's Project but because it started in the Help Desk Project the SLA that was assigned within. Here are some examples of goals you might set: Resolve blocker issues within 24 hours. When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). AO_54307E_SLAAUDITLOGDATA. Click New report. For example: Then you can use a Set Field Value or Set Field Value of Linked Issues post function to copy some of this to a custom field. Sample 9-5 calendar. Select Add SLA. How does Jira Service Management process email requests? Email process for POP, IMAP, cloud, and other email types; Change how emails are processed across service projects; Test your custom email channel connection; Change how you process emails in global mail settings; Manage your allowlist; About email logs in Jira Service ManagementAs discussed above, although the terms incident vs service request are often used interchangeably, there still lies some significant difference between the two. -5 p. For example if you only want an SLA on a single request type, say Building Access, you would would write a JQL like “customer request type” = “Building Access” with a goal. Bitbucket. task_2 is the consecutive task which has dependency to task_1 and so the planned start date is 09. To implement this into an SLA we need to do the following steps. One filter could display active non breached SLA's, the other could show breached SLA's. In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk. You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. 2. Take a look at Troubleshooting SLA in JIRA Service Desk for more SQL examples and further explanations of how the table works with other related SQL tables to provide information. Also, service desk agents can make good use of native Jira Service Management queues in which they can add specific SLA metrics to triage the customer requests within the queue. Configure your rule by selecting and defining WHEN, IF, and THEN fields. Mar 19, 2020. Scroll down to the Jira Service Desk section and choose Configuration. For example, you could use several Pie Chart gadgets with a separate filter for each. To create a custom automation rule: In your service desk project settings, click Automation and select Add rule. A simple equation to define SLA and SLO relationship is: SLA = SLO + written and signed consequences. At a high level, a security context is exchanged when the app is installed, and this context is used to create and.