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). It’s a checklist. It calculates a month and a year by using approximations of 4 weeks and 12 months respectively. Oct 10, 2023 Understanding SLA (Service-Level Agreement) in Jira Service-level agreement (SLA) within the context of Jira refers to a set of contractual commitments. key}} - has breached its "Time To First Response" SLA. 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. Rather than a simple 9 by 5 from one office, we offer 9 by 5 by timezone. Similarly, if you’re in Western Europe, or. Hi,. To view your service desk's reports or create new ones, select Reports in your service desk project sidebar. We have tasks which have dependencies and need to track sla for each task seperately. Discover IT service management (ITSM) Learn about ITSM and the strategic approach to designing, delivering, managing, and improving the way businesses use IT. To get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. Resolve requests based on. 2. We only see 3 event types after choosing an SLA. If you edit an existing SLA, Jira Service Desk will re-index all the existing issues in the project; the re-indexing will ensure that the SLA status on the open. Then Priority 2 configure as Start condition, but 1 and 3 as a Pause condition. Project admins can create SLA goals that specify the types of requests you want to track and the time it should take to resolve them. 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). 12. 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. The hover state in the new format displays the original behaviour. Within Time to SLA, you can also set up custom notifications after an SLA has been breached to keep sending. 1. Jun 05, 2020. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a Jira projectId, and projectName. For example: A customer-facing service is down for a sub-set of customers. Fill in the following details: Series , Label , Color, and, optionally a JQL filter. 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. This is now available in Jira Service Management 2. You control the SLA period under the Goals section. When you set an SLA, you select three things: Who can view your SLA: only agents or also customers on the customer portal. We’ll cover Jira workflow best practices as well as some practical examples. fiorellasantopietro Jul 21, 2017. Easily create SLAs, check real-time reports, and begin to improve your service. SLIs are metrics used while evaluating SLOs. Jira Service Management is an end-to-end service management platform for IT teams and business teams handling service requests from customers or employees. They involve setting a predefined time an issue or task should be resolved or completed. In Jira Service Management you can customize the login message, announcements, look and feel, and language of your Help Center. Manage any business project. Setting up the SLA time metric. In this case, you can try third-party solutions like SLA Time and Report. Team Wallboard Gadget – displays the Kanban task board of the team showing the current status of the issues and their current assignee. 3. 2. To be honest, it is a bit confusing going around the project settings in Jira, so I might be missing something). This guide instructs how to configure notifications in Jira Service Management that will be sent when an SLA has been breached. Go to Settings and select Issues, then find the Custom Fields item in the sidebar and select it. Publish and Share Service Desk Reports with all your stakeholders and bring transparency to people even outside the Service Management team. You can also view the number of SLA fields being used, and clean up unused fields. If you have two calendars, one with Holidays included and one without the holidays defined. Jira Cloud SLA goals have two primary types: Time Limit and Negotiated Date. There's several ways you can do this. Select Save to confirm. You can refer to this article and manually calculate it to verify the reports. For example, if you have setup that the resolution has to be set, and you forget to set a resolution in your issue, the SLA will not stop. Set up your service project in a way that empowers your agents and your customers get help for their requests. JIRA Service Desk 3. The rule will run when a Jira Service Management SLA has breached or is about to breach. pkey = 'TEST' and i. A time metric, which defines how and when time will be measured. A simple query in JQL consists of a field, followed by an operator, followed by one or more values or functions. 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. 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. Step 1: Create SLA Configuration with a Custom Field. For any team in Jira Service Management Queues are the mission control for the project. Jira Service Management chat users can create a two-way sync between conversations in Slack or Microsoft Teams and Jira Service Management. You need to be a Jira admin to add fields to an issue type. As teams grow it is important for Project Admins to think about how they structure. Learn how to add work categories to any of your. 4 and higher. This is a very convenient and useful feature, without which working with Clients would be less transparent and comfortable. If you edit an SLA, Jira Service Desk recalculates time for all issues in the project that have ongoing SLA cycles. Select Create custom field in the top-right corner. This question has been opened against Jira Service Management Cloud, while the documentation you are pointing to is for Jira Service Management Server. Engineer picks the ticket and sends a update to client between 0-60minutes and the SLA. Hi, I'm looking to change the way we report on our time to resolution SLA and looking for some help. It provides a sense of the service desk’s efficiency and can be associated with. A Jira Service Management Guide for Support Teams. These agreements are designed to outline and define the provider's expected level of service delivery, encompassing. Select Custom rule from the list and then select Next. To implement this into an SLA we need to do the following steps. 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. EG, when adding a new queue, we have to create also SLA for it, same when editing. 5. Service desk scorecard - Customer experience. You can also run summary reports to stay on. JQL queries have an order of elements that need to be followed when creating SLAs (service level agreements). In our example, the name will be “Location”, and the options will be the different team locations. Service-level agreement (SLA) within the context of Jira refers to a set of contractual commitments established between a service provider and their client. Jira Service Desk lets you create calendars that match the working hours of your team including lunch breaks, holidays, and weekends. In this case, we can see a report of the resolution time averages by type of request: This report allows comparing different response times. For example, a new employee. If you update the options later, we'll automatically update the widget. To create a report to see how many requests come from each location: From your service desk project, go to Reports. Hey @sheikh-spear , If they have 0 time left they would be breached so you could use that to find them. Rule run options I also have a need for my non-business hours SLA calendar to include Holiday days excluded from my business hours SLA calendar. The rule name appears on the main automation settings page, so choose a name that. 1) Event at 1 hour mark before SLA expires 2) 30 minutes before SLA Expires and 3) SLA Breached. You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. Here are some examples of goals you might set: Resolve blocker issues within 24 hours. SLA not generating in report correctly. Percentage of SLA breaches relevant to open requests. Create a project key or use the generated key. SLA Threshold Trigger: SLA: Select the SLA you want to monitor; Trigger when SLA has: "breached" Send Email Action Template: Subject: {{issue. Workflows can be associated with particular projects and, optionally, specific issue types by using a workflow scheme. Support want to complete all hardware requests within. To create a new calendar in your service desk project:Answer accepted. You can use a special tool to measure your SLA retrospectively. SLA Time and Report for Jira is the report-building app where you can set, track and report time to SLA for issues. Create a new calendar. Mar 30, 2023. Originally known as Jira Service Desk, Atlassian reintroduced the platform as Jira Service Management with multiple enhancements designed to benefit modern support teams in the. Scroll down to the Jira Service Desk section and choose. Jira Service Management (it was previously called Jira Service Desk) is Atlassian's fast-growing and market-leading ITSM offering. Atlassian Team. See allThe purpose of this knowledge-based is to explain further on how SLA goals vs SLA success rate report in Jira Service Management is calculated. Unlike SolarWinds, Jira Service Desk is a helpdesk ticketing system suitable for both ITSM and customer service. You can also view the number of SLA fields being used, and clean up unused fields. Example 2: Creating a report about service requests created last month and still staying in “Open” status. To create a new metric, from your service desk project sidebar, select Project settings > SLAs > Create SLA and fill in the following conditions: Step 1: Creating an SLA. The resulting number will be compared against the. See Example: Creating a basic SLA for an example of setting up an SLA that uses a 9-5 working day SLA calendar. The "Approval Required" customer notification is using an old field name. Jira Service Desk has revolutionized how we do IT. See the table below for the available options. For example, in an SLA that is measured based on when an issue is Waiting for support, you can see whether the SLA. This example looks at how you might create a very basic SLA for a service desk project with a basic workflow: Basic SLA configuration. 1. Jira Service Desk calculates minutes, hours, days and weeks by using the working hours set in the associated calendar. For example, in an SLA that is measured based on when an issue is Waiting for support, you can see whether the SLA was met each. If you have access to Assets in Jira Service Management, you may set up your. Sample 9-5 calendar. Scroll down to the Jira Service Desk section and choose Configuration. Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. The tables of the tickets the column "time to first response" and "time to done" are empty. Problem definition. This way when the Priority change, a timer will stop and the new one. Under Date range, select Add start and end date…. 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 Service Desk is built upon the. Select Projects > Create project. In this guide, we’ll explore the power of workflows in Jira. A Jira Service Desk webhook is a THEN action in an automation rule. You must be a registered user to add a comment. January 1, 2014 through December 31, 2014. SLAs explained. A service-based SLA is offered when the agreement is based on the service or product chosen by the customer. Trigger (WHEN): Comment added. 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. 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. To define in a single rule, navigate to the SLAs, then select the rule and edit it. You provide 24/7 support for certain customers (these issues are labeled with "24H"). Scroll down to the Jira Service Desk section and choose Configuration. 2. Setting up the SLA time metric. 0; Jira Misc Workflow Extensions (JMWE) - 6. 3B single email intake address. SLA timers help you visualize how much time you have left to meet your team's service goals, so you can keep track of what needs to get done. The WIP limits set on the board columns are also displayed and considered. To get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. Subject to review and renewal scheduled by MM/DD/YYYY. Purpose. local time. Hi @laknath. To get you started, Jira Service Desk comes with two default calendars: Default 24/7 calendar. All existing SLAs are displayed here. In the SLA metric names section,. All remaining issues 129h Sample 9-5 Calendar . Create a custom field of type “Select List” (single choice), and configure its options. 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. Configure your rule by selecting and defining WHEN, IF, and THEN fields. service and technical solutions in support of campus wide technology. Mar 30, 2023. Our Atlassian Apps Marketing Man. There will be as many previous cycles as times an SLA is reset. Confluence. With team-managed service projects, your teams can manage their own work and process, without having to reach out to a Jira admin. Fill out the remaining fields and click Save. 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. We've a business requirement to send email reminders/ SLA's to Organization chart. You must be a project administrator or Jira administrator to create an SLA: From your service project, go to Project settings > SLAs. 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. This tracks hours from 9am to 5pm, Monday through Friday. I have changed the SLAs (Time to first response. m. Select the Event Type drop down and choose Jira Issue Dates. Select Change start date as the start date. We have different SLA's based on. We have multiple SLA's. Automated workflows and SLA management. Select Projects > Create project. 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. The incident management and problem management are core ITSM processes in every organization that offers services to. Set up an SLA like this if your team can't begin their work until a date in the future. Create a new calendar. Jira. You won't be able to change the name of your SLA. All existing SLAs are displayed here. A step-by-step guide to tracking the time for each value in a particular custom field: 1. We have one department that provides support 24 x 7 but has different SLA requirements based on when the ticket is opened. Mar 18, 2019. This tracks hours from 9am to 5pm, Monday through Friday. 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). Service Level Agreements (SLA’s) is a familiar term in Service Desk environments. Find answers, ask questions, and read articles on Jira Service Management. 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. 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. 12. For example, you may pause an issue's SLA clock when the issue's status is set to "waiting for customer". Create as many configurations as you have values under your custom field 'Reported group'. JIRA Service Desk is built upon the. In Jira Service Management, the impact and urgency of an incident request is used to calculate its priority. Also, you can use it for Classic and Next-gen Projects. for example: You must be a registered user to. This dashboard is intended to give service desk teams retrospective insights on the level of service they are providing via several key metrics. It has flexible Start/Pause/Stop conditions according to your project issue fields ( (Status, Assignee, Issue Type, etc). You can think of the time metric as a stopwatch that tracks time between two points in an issue's life-cycle. create a second rule on a scheduled trigger to watch your new custom field. Navigate to Project settings > SLAs. 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 ongoing cycles, this value may change over time, along with remaining_time_msecs. For example, managers might want to see. Overview of Jira Cloud workflows. That is the process responsible for reducing any negative impact on service quality. For example, say your project has two SLAs that count Time to First Response. As a Jira administrator, you can choose whether users have to be Project administrators or Jira administrators to create new SLA names. If you are not on Cloud, you could for example make a scripted field in Adaptivist Scriptrunner which would show you the information but you would need to do some coding . SLA: Time to Resolution-----Start: Issue Created Resolution Cleared Pause Stop Resolution: Set. Developer from Automation for Jira here. 6 hours before the end of the SLA – automatically set the Critical status to filter similar tasks later. 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 . TTS also uses slaFunction keyword for searched. How to manage SLA data. Impact, urgency and priority are defined below. If yes, specify the name of the existing project. If yes, specify the name of the existing project. Some features I’ve seen that would be really useful that we don’t get in Jira by default, or bugzilla: 1. To create a new calendar in your service project: IT Help Desk primary first level support. Check out this page to learn how to set this up. An example of something I'd like to create: If Priority is High, then first response is <24 hours. This is the reference document for the REST API and resources provided by JIRA Service Desk. For instance, if a customer emails about a broken printer, you. 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. Create a new calendar. Overview. Working with workflows. 🙂. Select Create. 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. Copy and use the generated code on your web page (s). Jira Service Management has a variety of project templates to help teams get set up quickly by creating projects tailored to a specific team or use. . For example, a fault received at 13:30 on 01 July with a two day resolution time would not be due for resolution until the end of our business hours on 03 July, not 13:30. Create Date Time: TEXpress Lanes Care created issue - 2019/01/15 12:34:01 (At this time the SLA start running) 2. 2. If this ticket is created outside of the hours it is set to True. Learn whichever a service-level agreement (SLA) is both method you can apply one to align your marketing and commercialize teams circle shared aspirations. Create an SLA. For example, you might have a goal to resolve all Blocker issues in 6 hours. Here's an example of a multi-level SLA in an internal situation:Zeki Can KARATAŞ Dec 09, 2019. If using that version or higher, refer to Automating your service project. Jira Service Management ; Jira Work Management ; Compass ; Jira Align ; Confluence ; Trello ; Atlas ; Bitbucket ; See all . Things to Remember. Then use that custom field in the JQL of your SLA definition: Priority = 1 and Calendar = Weekend. Click more ( ••• ) > Import issues from CSV . For example, you can post a message in a Slack channel when a major incident occurs. Select the plus icon in the Goals section. Read more about JQL syntax. Name your project. 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. JQL query: project = “ITSM [your project name]” AND issuetype. ”. In the SLA metric names section, you can change who can create new SLA metric names. State conditions. 4) Bring It All Together In A Help Desk Dashboards. While service requests can be scheduled later with a simple issue tracker. For example: project = Test. To manage these settings: Choose > Applications. If nothing was done after 5 hours, change the executor to a more experienced one – you. For example, you can create reports to see how well your team performs per request type. Connect app scope required : WRITE. Define a list of goals for your SLA based on time to resolve, working hours. Regards, Marco Brundel. Hi JIRA Community, I was able to resolve this. For a Start condition, select Waiting for support status, Bug and Task issues' types, and one of the priorities,. Create a request type for each of the requests you'll handle. Nov 22, 2018. And if you want that one command ending first SLA AND start next new SLA - you can set few SLA conditions. These SLAs are based on the following parameters: Start and Stop Events: Time Limit SLAs can begin and end based on. Choose the project you want to import the SLAs from. 0 scopes required:Jira Service Management’s powerful rules engine automatically applies SLA targets as requests enter the queue. Communication templates are one of the most helpful tools during an incident. Enter "Requests by region" as the Name. Scroll down to the Jira Service Desk section and choose Configuration. Git code management. Returns issues that have an SLA that is running according to the SLA calendar. A service-based SLA is offered when the agreement is based on the service or product chosen by the customer. This report shows the big picture. Time to SLA is a great tool for setting notifications. Here's a look at how you use JIRA Service Desk SLA designer to set the conditions for the time metrics:. This tracks hours from 9am to 5pm, Monday through Friday. In the heat of a service outage, the response team is under a lot of pressure and every second counts. 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, setting up a workstation when a new hire starts. 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. Enter "Requests by region" as the Name. 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). 6. The jsm_sla table lists the issue service-level agreements (SLAs) defined in Jira Service Management. 0 some SLA "Time to first response" and "Time to resolution" are not displayed What is is wrong to Products Groups Learning. Jira is a software development tool for agile teams to plan, track, and release world-class software. Read Send alerts with Jira Service Management webhooks to learn more. Here's a few things to note about the Service Desk: Each Service Desk has an Id, a JIRA projectId, and projectName. Hi Marcos, let me clarify what I said before: "Y es, you can share dashboards with users not in the SD team". Scroll down to the Jira Service Desk section and choose Configuration. 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. To ensure your reports are accurate, Jira Service Desk doesn’t recalculate time for completed SLA cycles. Example: Creating a basic SLA Browse pages ConfigureSpace tools Documentation for JIRA Service Desk 1. Align SLAs with the customer’s desired outcome. A high performing service desk should measure Time to Resolution. Choose a service management template > Select Use template. 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. You can create custom fields in your Jira. Otherwise, this article applies. Make the best business decisions for your help desk by analyzing the 8. Name your dashboard and add a description so your team knows when to use it. Major Fix the issue in 72H. To create a new calendar in your service project:One of the most popular ITSM help desk offerings is Jira Service Management (formerly called Jira Service Desk). You can also do this easily in JMWE for Jira Cloud, using the Nunjucks Tester to see the value of the SLA field. 12. You can request compensation for incidents that occur during the following experiences: Site downtime. In the second rule, we send an email notification when the ticket has breached it's SLA. You can select the SLA to monitor, and the time before or after. Rule 2: SLA Breached Notification. the SLA can restart when the resolution is cleared if required. They can show the amount and types of service requests coming in to your team, and how you’re resolving them. Phoenix Nov 23, 2017. Once the issue life cycle is completed and the resolution is set, Jira will use the time the post-function (set resolution post-function) was set. To create a custom automation rule: In your service desk project settings, click Automation and select Add rule. Browse through our whitepapers, case studies, reports, and more to get all the information you need. Keyboard shortcut: 'g' + 'g' + start typing 'service desk' Use the Allow project administrators to create SLA custom fields option. The IT Service Desk template includes an extra SLA and automation rule. Regarding your issue, you can set Priority #1 as a Start condition, where 2 and 3 priorities will be a Stop condition. This trigger allows you to provide timely feedback to customers, alert agents, and automatically prioritize requests accordingly. Firstly, service requests are not as urgent as incidents and do not have a major impact on the business. Hope this helps you guys out, thats how I have done it. 24 hours a day and seven days a week means the service desk is continually staffed. See Field input formats, for details of each field's JSON semantics and the values they can take. Select Add rule. For this SLA to trigger, configure the Due field to display on the. 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. SLA timers help you visualize how much time you have left to. Making the switch to in-timezone support Our 9-by-5 support offering is actually a global offering. 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. All Jira projects contain issues that your team can view, work on, and transition through stages of work — from creation to completion. The IT service management (ITSM) template is pre-configured for common ITSM practices. Manage any business project. All other issues have the same response time goal of 24 hours. Drill down into data to discover insights. 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. Jira Service Management projects will come with a few SLAs by default, but this is a great opportunity to customize the expectations for your. SLA goals report. These SLAs are based on the following parameters: Start and Stop Events: Time Limit SLAs can begin and end. You can access more information about the Project via the JIRA Platform REST API. These categories contain specialised features to help break down silos between teams, while facilitating high. Setting up the SLA time metric. Read more about JQL syntax . The pros of JIRA Service Desk. ) are specific for each SVD project. Together, these automatically close incidents three business days after an agent resolves them. The SLA's are determined once the Severity of a ticket is assigned and a status is moved from open to pending or work in progress. Jira Service Management is built upon the Jira platform. 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. 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. Example result (for the sake of simplicity, only one project is listed here):. (Say: SLA time was originally set to "4hrs", it will start @ "4hrs" again when re-transitioned to the "start" state. This is built into the supported Atlassian Connect libraries. For example, the IT service desk provides different services to all requesters, and each service item has a unique SLA that details the service that will be. Choose a name that will clearly state what your SLA measures. For example, if you’re in Sydney. The company XXX IT HELP DESK will provide (Customer Name/Department Name) with the following. On the start, there is not a field related to the request type. Get an overview of the "Change management overview" dashboard template. You can then assign that calendar to an SLA. This is a standard need for anyone running a 24x7 support operation. For example: An SLA that guarantees issues will be resolved in certain amounts of time might specify Blocker issues will be resolved in 24 hours and Critical issues will be. 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. A goal, which defines the target to be met. All the solutions are achieved by the same basic function which is a JQL filter. When you transition back to a "Start"-State again, the SLA will re-start counting from the ORIGINAL value. Click New report. 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. For example, if a JIRA issue is created on Jan 1, 2020 at 13:00, then if the issue is still in the "In Progress" state after this time, the email should be sent out per below: SLA 2 (2 Weeks): As a. Critical - Fix the issue in 8H. By default, JIRA Service Desk includes an SLA goals report that shows how your team performed against its goals during the past week.