Setting up SLA for my JSD

[Magnus]

I need to set up SLA parameters for my Customer Portals and I have 2 different questions

1. How do I change name from Highest --> Low to Priority 1 to Priority 5.

2. How would you build this SLA tree on the best way.  Incident

Priority :   Work in progress : First Response : Recurring Feedback : Time for resolution

1                         30 min                   1 hour                1 hour                        1 working day

2                          1 hour                 2 hours                1 hour                       2 Working Days

3                         4 hours               none                      none                        3 Working Days

4                   2 Working Days        none                    none                         5 Working Days 

[Bhushan Marathe]

Hi Magnus,

 You can create new priorities and set a new priority scheme for the project. This will allow you to have specific priorities restricted to the project. As mentioned above by some experts , SLA can be configured based on JQL statements under Project Settings -> SLA

Thankyou!

Bhushan

[Olga Videc]

Hello @Magnus 

To change your SLA name you go to project -> settings -> SLAs

Best way to do this SLAs is to create a SLA and add goals 

And add goals based on JQL  

priority = high  goal = 20m

priority = low gaol = 2d

https://confluence.atlassian.com/servicedeskcloud/setting-up-slas-732528967.html

[Jack Brickey]

note: if you are wanting to change the terminology of the priority field itself you can do this BUT be aware that it is a system field and ALL project in your instance will change.

[Magnus]

Thanks, How do I add holidays for a Country. Do I need to add this manually ? @Jack Brickey or @Bhushan Marathe  @Olga Videc 

[Magnus]

Hi how do I add holidays to my Calender this will have effects on calculation for working days SLA.  @Bhushan Marathe  @Jack Brickey @Olga Videc 

[Olga Videc]

Hello @Magnus 

Go to project -> settings -> SLAs

There under Create SLA you will see Calendars

There you can edit existing calendars or add new.

You can edit existing, and add Holidays

[Magnus]

Thanks, If i understand this correct after searching around. You need to add all Holidays manually each year. There is no app or other solution for this? @Olga Videc 

[Olga Videc]

Hello, 

Unfortunately not as far as I know,  or could find, because every country has it's own Hollidays.

[Magnus]

Ok . thank you once again for fast respond and answer.