In the sla metric names section you can change who can create new sla metric names. Find our list of the questions you should ask about your service desk software options with our answers filled in for jira service desk.
Getting started videos.
Jira service desk sla examples. Operators are the heart of the query. They relate the field to the value. Service desk checklist.
You must be a registered user to add a comment. If there are sla custom fields not in use click clean up to delete them. Sla goals can be created as well as edited in your service desk.
If youve already registered sign in. Some service contracts involve agreements on response times or slas service level agreements to solve requests. Create service level agreements slas to manage goals.
An it service desk for example typically agrees to provide technical support for a wide variety of services and devices within the business and offers guarantees around things like uptime first call resolution and time to recovery after service outages. Thanks for your reply but we are looking sla options in jira server v736 not for service desk. For example a jira service desk field may be priority issue type date created and project.
The good news is that jira service desk has got you. Custom sla goals to fit your criteria and hours. If your sla goals use overlapping jql filters your jql queries may return unexpected results.
Create a new calendar. Jira service desk for agents and administrators covers the functions and concepts of jira service desk and is intended for agents and new jira service desk administrators. Fields are different types of information in the system.
Common operators include equals not equals and less than. Currently jira service desk does not allow slas to be displayed on the customer portal. Customer should be able to see certain slas as defined by agentsadministrators for example to know the initial response time in order to manage expectations accordingly.
Jira service desk includes specific jql syntax that can help you sort through the details of your requests and issues and make sure youre hitting your sla goals. Otherwise register and sign in. Values are the actual data in the query.
What can jira team members do if a jira service desk issue is shared with them. Teams and customers need this information for each request in order to better handle priorities and guarantee optimal service qualitybut thats not all slas can also help identify areas for improvement. Scroll down to the jira service desk section and choose configuration.
Read more about jql syntax. After this course you should be able to run your service desk with useful slas and queues support your customers through a well designed customer portal and manage the. Service desk checklist.