Set up an SLA like this if your team can't begin their work until a date in the future. SLA integration: Jira Service Management introduces the notion of service level agreements (SLAs) by letting teams accurately measure. Setting up the SLA time metric. Select Save to confirm. There are 2 formulas here: 1. We've a business requirement to send email reminders/ SLA's to Organization chart. You don’t do this on the triggers (start, pause, stop) rather you achieve this in the Goals section. 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. Hi Janna. In the SLA metric names section,. Customers do want to know that you are responsive and are communicating so. See all. Here is a Guide on SLAs - what-are-slas-and-where-can-i-see-them-in-my-service-desk. take some actions in the rule, as needed. But, by using this automation rule, you can auto-triage requests to classify them properly based on their content. (Say: SLA time was originally set to "4hrs", it will start @ "4hrs" again when re-transitioned to the "start" state. Jira Service Desk - 4. The good. Define an "organization" for your high level customers (so that all theses customers belong to the newly created organization) Set a SLA goal using JQL based on the newly created organization (Organization = "NAME OF YOUR ORGANIZATION HERE") You should be able to achieve this by adding you customers to. SLA2 Plan for customer-2. 0 scopes required: Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. You can try SLA Time and Report, which tracks the SLA status for each task. For ongoing cycles, this value may change over time, along with remaining_time_msecs. Sample 9-5 calendar. Define start, pause and stop conditions for your SLAs. I've created a few SLA's off of different calendars, but it doesn't look like Service Desk Manager is capturing the SLA's correctly. This page will walk you through the process of getting a basic service desk up and running for your customers and your team! 1. For example,. 8 release notes, start a free trial of Jira Service Desk Server, or jump straight into upgrading by pressing the big green button below. Sample 9-5 calendar. It details the regular and additional services offered and the level of service. ) This will even be indicated on the ticket itself (two checkboxes - ticket was "re-transitioned" in the example): Rather. 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. The table uses the following columns: Breached* Indicates whether or not the SLA was breached. Now that the importance and differences between SLA, SLO, and SLIs has been identified, let’s focus on 5 key steps. Service-level agreement (SLA) within the context of Jira refers to a set of contractual commitments established between a service provider and their client. 4 and higher. Here's how you can prevent an SLA breach by using the SLA Time and Report add-on: 8 hours before the end of the SLA – notify on the Slack channel. Choose if you would want to share settings with an existing project. You can save this configuration and use it to run periodic reports. 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. For this SLA to trigger, configure the Due field to display on the. We’ll cover Jira workflow best practices as well as some practical examples. Hi. Example: considering working days is Mon to Fri, from 9am to 5pm, for a ticket created at 3pm on a Friday, if the SLA is 8 hours, due datetime should be next monday at 3pm. I don't see a way to create an SLA (for internal use) around a normal, non-JSD software ticket. Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management. Enter a name for the sample project. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. In this guide, we’ll explore the power of workflows in Jira. Select SLAs. You won't be able to change the name of your SLA. Overview of Jira Cloud workflows. It lets users receive, track, manage and resolve requests from customers. 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. Jira Service Management has pre-configured time metrics to cover the most common IT requirements, but you can modify these or create your own as needed. For example, a goal of 1w 6d 24h is showing as 1w 6d, which gives Agents a. You might want to also add a "AND "name of SLA" = running () to get. Scroll down to the Jira Service Desk section and choose Configuration. Git code management. Navigate to Project settings > SLAs. for example: You must be a registered user to. Email templates. This way when the Priority change, a timer will stop and the new one. The service desk is also the face of IT and sets standards for the whole IT department; thus, if the IT service desk appears to be failing, the reputation of IT as a whole can be. 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). Working with workflows. This example looks at how you might create a very basic SLA for a service desk project with a basic workflow: Basic SLA configuration. Create a new calendar. 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. The rule configuration screen appears. This is built into the supported Atlassian Connect libraries. State conditions. Things to Remember. You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. Reporting on SLAs. Apparently, if both are setup, then the SLA for "Resolution: set" doesn't get triggered. 2. You control the SLA period under the Goals section. The Calendar is Monday to Thursday 8 working hours, starts at 8:30 am to 17:30pm. m. When I receive a Ticket from customer-1, I'm expecting to link this to SLA-1 plan and so when I open the ticket, I expect to see on the Right side of the ticket only. They can show the amount and types of service requests coming in to your team, and how you’re resolving them. Git code management. For any fault we receive, the SLA clock does not start until the following day. The hover state in the new format displays the original behaviour. JIRA Service Desk 3. 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. To manage these settings: Choose > Applications. 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. Create a request type for each of the requests you'll handle. ”. Designed specifically with IT teams in mind, the ITIL practices embedded into the navigation help funnel requests into their relevant category. To manage these settings: Choose > Applications. The pros of JIRA Service Desk. Enter "Requests by region" as the Name. 0 some SLA "Time to first response" and "Time to resolution" are not displayed What is is wrong to Products Groups Learning. This will also make it noticeably easier for service desk to recognize responded to tickets. Purpose. You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). On the other hand, lead time is the time interval between the moment an issue is requested to the moment it is completed. Let’s walk through our five work categories: Service requests: These are general request types for request basic support, new hardware, VPN access etc. 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. Update SLA via REST API JIRA Service Desk; Update SLA via REST API JIRA Service Desk . You can request compensation for incidents that occur during the following experiences: Site downtime. Create reports for Jira Service Desk based on the SLAs you previously defined within the system. Using Jira Service Management, responders can escalate incidents within the incident ticket. Sending Escalation emails based on SLA to Organization chart. The JQL query would need to be updated as per the requirement. Choose the project you want to import the SLAs from. You can then assign that calendar to an SLA. If your P3 for example, are only from 8am to 6pm, Monday to Friday, then a ticket raised at 5pm. JIRA Service Desk provides robust reporting tools that you can use to track your team's performance against your SLAs. In the second rule, we send an email notification when the ticket has breached it's SLA. The creation of a new SLA will result in the creation of a new custom field. Suggestion. When you configure a rule, you can specify WHENs and IFs, then use the webhook to define your action. These agreements are designed to outline and define the provider's expected level of service delivery, encompassing. 1. Scroll down to the Jira Service Desk section and choose Configuration. Under Display, select the JQL (advanced) and enter the following: project = "Your IT service desk project name" AND issuetype = Change. Making the switch to in-timezone support Our 9-by-5 support offering is actually a global offering. Performance. This will make it easier to find and delete later. Migrating from Halp to Jira Service Management. Starting in December we are rolling out a notable change to the way SLA expiry is displayed in Jira Service Management. For more advanced branding, the Refined app for Jira Service Management allows teams to design themed help, support,. Jun 05, 2020. This example looks at how you might create a very basic SLA for your service desk: All critical and blocker issues must be resolved within 24 hours. Scroll down to the Jira Service Desk section and choose. Jira Cloud SLA goals have two primary types: Time Limit and Negotiated Date. Name your project. It has flexible Start/Pause/Stop conditions according to your project issue fields ( (Status, Assignee, Issue Type, etc). 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. 12. Hi JIRA Community, I was able to resolve this. This tracks hours from 9am to 5pm, Monday through Friday. The "Approval Required" customer notification is using an old field name. In the SLA metric names section,. 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. Align SLAs with the customer’s desired outcome. There is currently no functionality for this in Service Desk. To get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. But across these various activities, IT is seen as a service that is delivered to customers within an organization. Check out the recommended reports below to explore how reports benefit your organization. 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. The goal can be empty or defined. Here's an example of how you might create a more dynamic SLA by pausing the time counter until a specified due date has passed. Publish and Share Service Desk Reports with all your stakeholders and bring transparency to people even outside the Service Management team. The best practices says that the resolution should be set on End-Status (Done - Category). Jira Service Management is an end-to-end service management platform for IT teams and business teams handling service requests from customers or employees. TTS also uses slaFunction keyword for searched. This is the reference document for the REST API and resources provided by JIRA Service Desk. Example: creating an SLA that doesn't track continuous time; Example: creating an SLA with multiple cycles; Using JQL queries specific to SLAs;. Automated workflows and SLA management. Make a list of the things customers ask. 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. 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. 2. If required, configure any further settings for the new custom field. A simple query in JQL consists of a field, followed by an operator, followed by one or more values or functions. In the SLA metric names section, you can change who can create new SLA metric names. I have two questions: - We use JIRA Cloud. The past cycle will be displayed in the SLAs panel in the issue view, underneath the SLA’s name. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. Create as many configurations as you have values under your custom field 'Reported group'. Click Submit. To create a new metric, from your service desk project sidebar, select Project settings > SLAs > Create SLA and fill in the following conditions:From the navigation on the left, select Custom fields. For example, if you have a list of available Microsoft Office license numbers on your intranet, add a link so they don't need to open a request. For example, if you’re in Sydney. Choose a service management template > Select Use template. This is a standard need for anyone running a 24x7 support operation. There will be as many previous cycles as times an SLA is reset. If you update the options later, we'll automatically update the widget. How to set SLAs. That is the process responsible for reducing any negative impact on service quality. 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. create a rule to capture when the SLA is breached. You provide 24/7 support for certain customers (these issues are labeled with "24H"). John wants the ability to reset the SLA manually so he can fix the problem for these two tickets and future similar cases that can occur. Create a report with the following series to drill into how your team is doing on each of your SLA goals for IT help. Step 1: Creating an SLA Enter your service project, then go to the “Project settings” tab, then click on “SLAs”. If you change. I have a service desk project with the a sample 9-5 calender that is configured for 8 hours a day from Monday to Friday. Update as of 24 Feb, 2017. Past SLA cycles show only in the agent view and aren’t available in the customer view. Hi,. See Field input formats, for details of each field's JSON semantics and the values they can take. Enter a name for your new SLA. Connecting Jira issues to the rest of your tools helps break down barriers and unleash the potential of your team. Jira Cloud SLA goals have two primary types: Time Limit and Negotiated Date. This solution allows set SLA timers for tickets from Service Desk Portal. In many cases, you can use either the Jira Service Desk. Returns issues that have an SLA that is running according to the SLA calendar. If you want the SLA to begin where it left off then you must use Pause. Chris Webber Jun 06, 2018. 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. Otherwise, this article applies. In this case, we can see a report of the resolution time averages by type of request: This report allows comparing different response times. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. 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). Stop |Time to first response |IT Service Desk| |comment-sla-condition-factory |Stop |Time to first response |IT Service Desk| |status-sla-condition-factory |Stop. Impact measures the effect of an incident on a business' processes. Fill in the following details: Series , Label , Color, and, optionally a JQL filter. On that page you'll see several related articles Will walk you through creating well formed SLAs. The new SLA rendering feature only shows a maximum of 2 units of time in the SLA goal for readability. . Your Jira admin or project admin can set SLAs in Project settings > SLAs. The jsm_sla table lists the issue service-level agreements (SLAs) defined in Jira Service Management. We have also included the public holidays. It shouldn't be overdue, as the Time Goal for this one is 16h. Decision. Creating an SLA for the Time Zone using the JQL we just created. For example, you can post a message in a Slack channel when a major incident occurs. For example: A customer-facing service like Jira is down for all customers. 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. If you need to set SLA for non-Service Desk projects, you can use third-party add-ons. For example, you might have a goal to resolve all Blocker issues in 6 hours. SLA time may be different in issues. Example: 1. These templates include pre-configured request types, workflows and other features relevant to their type. Setting up the SLA time metric. Create a custom field of type “Select List” (single choice), and configure its options. 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. 3. Teams and customers need this. The priority level conveys the severity of an issue so that agents can react accordingly, it identifies the relative importance of an incident and is usually based on the impact and urgency of an issue. Otherwise, this article applies. Click on “Add SLA”. E. While service requests can be scheduled later with a simple issue tracker. A time metric, which defines how and when time will be measured. When you transition back to a "Start"-State again, the SLA will re-start counting from the ORIGINAL value. The EVENT_TIME. Further details on SLAs configuration can be found at Create service level agreements (SLAs) to manage goals. For example, if you’re in Sydney (GMT+11), you’ll get timezone support between the hours of 8 a. Get an overview of the "Change management overview" dashboard template. By default, Jira Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week. The creation of a new SLA will result in the creation of a new custom field. You can set this while creating a new dashboard also, here's. Incident communication templates and examples . 8%" will not change, regardless of the priority you use on the graph. Our 9-by-5 support offering is actually a global offering. 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. Resolution set and resolution cleared are events in Jira that can be listened for i. If you remove the p. example: "Time to resolution" = breached () So you could put your "name of SLA" = breached () and those will return the issues that are breached. Unlike SolarWinds, Jira Service Desk is a helpdesk ticketing system suitable for both ITSM and customer service. 1 accepted. Hi. SLA Threshold Trigger: SLA: Select the SLA you want to monitor; Trigger when SLA has: "breached" Send Email Action Template: Subject: {{issue. The creation of a new SLA will result in the creation of a new custom field. create a date/time custom field to check for follow-up checks. Firstly, service requests are not as urgent as incidents and do not have a major impact on the business. 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. create a date/time custom field to check for follow-up checks. requestFieldValues is a map of Jira field IDs and their values. running() filters issues whose current SLA clock is running, meaning they haven't yet reached one of their stop events. Setting up the SLA time metric. This is used when no calendar has been assigned to an SLA goal. But, if you're interested in trends, want to see a different timeframe or are just more of a visual person, you may find creating a custom report more useful. 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. 6. A service-based SLA is offered when the agreement is based on the service or product chosen by the customer. Our company is using Jira Server. Most of your request types will belong here. 2019 and due is 09. Thanks in advance. See the image below for how you could set up this SLA in Jira Service Desk:Jira Service Desk is an awesome application that can help you and your team be more productive while being fun to use at the same time. For example, you can try Jira Service Management or other apps from Atlassian Marketplace like SLA Time and Report for Jira add-on. Some issues with this SLA use a 9am-1pm calendar, and others use a 9am-5pm calendar. Select Filters > Advanced issue search. Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. All the solutions are achieved by the same basic function which is a JQL filter. You probably saw that one of the default queues with Jira Service Desk Cloud is “Assigned to me”. For example, you can set an automation rule that alerts an agent when a high-priority issue is created. To create a new calendar in your service desk project:Vidhu Sharma JIRA Service Desk - Product Manager Currently, the service level agreement (SLA) feature only allows the entry and display of SLAs in hours. A robust service catalogue makes sure that service requests are prioritized and allocated to the correct service agent. You can then assign that calendar to an SLA. Engineer picks the ticket and sends a update to client between 0-60minutes and the SLA is met. Unlike SolarWinds, Jira Service Desk is a helpdesk ticketing system suitable for both ITSM and customer service. Scroll down to the Jira Service Desk section and choose Configuration. I see that you are using Jira Service Desk Server and have some questions about the database tables in use here for SLAs. You can also view the number of SLA fields being used, and clean up unused fields. Jira Service Desk calculates minutes, hours, days and weeks by using the working hours set in the associated calendar. fiorellasantopietro Jul 21, 2017. In this video, we talk about the benefits and possibilities of creating a unique Customer Portal in Jira Service Management. Jira Service Desk calculates minutes, hours, days and weeks by using the working hours set in the associated calendar. 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”. Your first 3 examples are identical. With how our Jira Service Management is set-up majority of customer requests filter through the Help Desk Project first to be triaged and then routed appropriately. It calculates a month and a year by using approximations of 4 weeks and 12 months respectively. Scroll down to the Jira Service Desk section and choose. Name your project. It’s a checklist of services and their. To ensure the best possible support, the Help Desk provides NJCU Faculty and Staff with this Service Level Agreement outlining specific services, priorities, and responsibilities related to. 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. To create a report to see how many requests come from each location: From your service desk project, go to Reports. 1. This query finds all issues in the Test. Set multi-triggers with time goals. Scroll down to the Jira Service Desk section and choose Configuration. In this case, SLA will start counting down the time according to the work schedule and will give 6 hours to solve the problem. -open SLA Time and Report for Jira and add a new SLA Configurations with the Negotiated date SLA goal type,-choose the conditions you need,-set up sending notification to one person or a group of users (for example, send one notification on August 10 (the date indicated in the custom field) and the second notifications at 9 a. Some service contracts involve agreements on response times, or SLAs (Service Level Agreements), to solve requests. Breached SLA Report. See more about. Dashboard templates for Jira Service Management These dashboard templates are available if your Analytics workspace has an Atlassian Data Lake connection that. Time in Status can display its reports and charts in its own reporting page, in dashboard gadgets and in a tab on issue view. Jira. Nov 22, 2018. Under Date range, select Add start and end date…. Another important term to be familiar with is SLI (Service Level Indicator). In order to provide optimal first level support service to all departments, all problem and repair calls must be received by the Help Desk. This is so that we have two full, continuous days to complete the. In one of them, the comment from one role will be a stop for the. If this ticket is created outside of the hours it is set to True. To create a new calendar in your service project: IT Help Desk primary first level support. Are you ready to get time back with canned responses and SLA copy configuration? Read the Jira Service Desk Server 3. Note: If the Major incident field doesn’t show up for your incidents, make sure you’ve added the field in your issue view. All Jira projects contain issues that your team can view, work on, and transition through stages of work — from creation to completion. Jira Service Management projects will come with a few SLAs by default, but this is a great opportunity to customize the expectations for your. 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. 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. 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. Our Atlassian Apps Marketing Man. See the image below for how you could set up this SLA in Jira Service Desk:We’ve provided this example for illustrative purposes only, to help you understand what kind of data gets sent, as well as the format of the payload. If you change the goal to 4 hours: As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. JIRA Service Desk is built upon the. In the workaround described below, use. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. The third screenshot. JIRA Service Desk has been around for a few years now, and it has been the fastest growing product made by Atlassian. To define SLAs for different priorities, it can be done in different rules are a single rule. In other words, lead time starts when an issue is added to the Backlog in “New“ status and ends when it is moved to. Example: 1. Find answers, ask questions, and read articles on Jira Service Management. This trigger allows you to provide timely feedback to customers, alert agents, and automatically prioritize requests accordingly. There's several ways you can do this. Create a new calendar. As an Agent this is where you categorise effort, make prioritisations decisions, and launch into action. Connect app scope required : WRITE. Scroll down to the Jira Service Desk section and choose Configuration. This article is a detailed explanation on how Jira calculates for the Average Time to Resolution SLA in this report. To manage these settings: Choose > Applications. Phoenix Nov 23, 2017. Like in this screenshot below. Teams and customers need this information for each request in order to better handle priorities and guarantee optimal service quality. In the Dashboard settings you can choose people to share the dashboard to, and they should be able to view whatever information you've pulled to said dashboard. Jira Service Management chat users can create a two-way sync between conversations in Slack or Microsoft Teams and Jira Service Management. For example, this image shows a rule that uses a webhook to page second-level support when a "Time to Resolution" SLA is about to breach:Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are components of Service Level Management (SLM). 1. e. Examples of how you can use smart values to set the numerical value of an issue’s field in your Jira automation rules. You must be a. You can also view the number of SLA fields being used, and clean up unused fields. SLIs are metrics used while evaluating SLOs. Resolve blocker issues created by the Build Engineering team within 12 hours. Jira Service Desk lets you create calendars that match the working hours of your team including lunch breaks, holidays, and weekends. Choose Dashboards > View all dashboards. 3. This dashboard is intended to give service desk teams retrospective insights on the level of service they are providing via several key metrics. The rule name appears on the main automation settings page, so choose a name that. This is a very basic metric. Only applicable for sites with Jira Service Management subscriptions. Signatories: 2. “Check the car exterior”: To be assigned to resolutor C and having SLA= 2 days. Communication templates are one of the most helpful tools during an incident. This question has been opened against Jira Service Management Cloud, while the documentation you are pointing to is for Jira Service Management Server. As a paid option, with Time to SLA, you can create detailed reports including elapsed time and remaining time for your SLAs, including start/end and target dates. Workflows can be associated with particular projects and, optionally, specific issue types by using a workflow scheme. JIRA Service Desk is built upon the. 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. Select Add a series. The new SLA rendering feature only shows a maximum of 2 units of time in the SLA goal for readability. We only see 3 event types after choosing an SLA. We have different SLA's based on. This report shows the big picture. In Step 1. With Jira you can really make the system work to. A goal, which defines the target to be met. Multilevel Service Level Agreement. In many cases, you can use either the JIRA Service Desk REST API or. How to replace a long hardcoded IF-ELSE structure with compact/smart approach in Automation. 2 - Time to Resolution.