SLA を設定する
When a project admin creates a new service project, we set up the following Service Level Agreements (SLAs) to help keep your team on track:
- 通常の変更の承認期限
- Time to close after resolution
- Time to first response
- 解決までの時間
Project admins can edit or delete these default SLAs, or create new SLAs. When you edit an existing SLA, the SLA for each related issue needs recalculation. SLA edits can take some time to take effect, and during this time, SLAs and reports may not be accurate. Learn what happens when you edit an existing SLA
新しい SLA を作成するには、次の手順を実行します。
- Navigate to Project settings > SLAs.
- Select + Create SLA.
- Set up the following:
Name, which identifies the SLA.
Who can view, choose who can view the SLA, only agents or customers too.
A time metric, which defines how and when time will be measured.
A goal, which defines the target to be met.
Jira admins can configure additional settings to manage permissions, time format display, and other SLA settings. Learn how to configure additional SLA settings
Choose a name for the SLA
Jira admins can restrict project admins from creating new SLA names.
When restricted, project admins can only select a name from the list of suggested names. To use a new name, they’ll need to contact the Jira admin.
The SLA name is visible to agents in the SLAs section of issues.
From the SLA name list, select an existing name or enter a new name. You can't change the name of the SLA once it’s created, so we recommend choosing a name that helps agents understand what they’re being measured on. For example, Time to resolution.
Choose who can view
この機能を使用するには、Data Center ライセンスが必要です。
By default, SLAs are visible only to agents. You can choose to make SLAs visible to customers on the customer portal. Customers can see the status of an SLA and its time metric, but they can't see the goal itself. For example, within 5d. Learn how SLAs are formatted and displayed
To allow customers to view an SLA on the customer portal, in the Who can view this SLA section, select Yes.
Set the time metric
時間メトリックは、課題のライフサイクルにおける 2 点間の時間を追跡するストップウォッチのように機能します。例えば、課題が作成された時点で計時を開始し、顧客の応答を待機している間は一時停止し、課題が解決された時点で計時を終了します。
In the Time metric section, set the following conditions for the time metric:
| 条件 | 動作の仕組み | 例 |
|---|---|---|
| Start | Set the condition for when the SLA should start counting time. If you add multiple conditions, the SLA starts counting time when any of the conditions are met. | Issue: Created |
| 一時停止 | この条件はオプションです。 Set the condition for when the SLA should pause counting time. If you add multiple conditions, time doesn't get counted against the SLA when at least one of the conditions apply to the issue. | Status: Waiting for Customer |
| 停止 | Set the condition for when the SLA should stop measurements. If you add multiple conditions, the SLA stops counting time when any of the conditions are met. | Resolution: Set |
Here’s an example with multiple conditions set for the Time to resolution SLA. The SLA is reset to start a new cycle when the stop condition is met and one of the start conditions is detected again. Learn how SLAs with past cycles are displayed
SLA 目標を設定する
In the Goals section of the SLA metric, select the type of issue you want to track (Issues), target time for the issue to be resolved (Goal), and your team’s working hours (Calendar).
You can drag goals to set the order of importance. An issue is tracked against the first goal criteria it matches on the list.
Here are some example goals:
- 24 時間以内にブロッカー課題を解決する。
- ビルド エンジニアリング チームにより作成されたブロッカー課題を 12 時間以内に解決する。
- 経理チームにより作成されたブロッカー課題を 36 時間以内に解決する。
Fill out the following fields to define a goal:
| フィールド | 説明 |
|---|---|
| 課題 | Define what kind of issues should make up an SLA goal using Jira Query Language (JQL). Base goals on criteria that remain relatively constant throughout an issue's lifecycle (for example, an issue's priority rather than its workflow status). |
| 目標 | Specify the target time for the SLA conditions you previously set. When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). You can write SLA goals as hours and minutes, but not days. |
| カレンダー | Stop the clock when your team are away. Select a calendar from the list, or create a calendar to match the working hours of your team (including lunch breaks, holidays, and weekends) and assign it to the SLA. Learn how to create and edit SLA calendars SLA calendars are unique to each service project. See Example SLA configurations for an example of setting up an SLA that uses a 9-5 working day SLA calendar. |
What happens when you edit an SLA
When you change the configuration of an existing SLA, we follow these rules:
- We don’t recalculate, or touch in any way, cycles that have already been completed. A cycle is completed when a request fulfills the Start and Stop conditions (depending on your configuration and events, another cycle of the same SLA might then be started).
- We recalculate SLAs that are in progress so they measure against your new configuration and metrics.
It is possible that SLAs that are in progress may be completed or discarded entirely after changing the configuration. This can occur if you remove the previous Start or Stop conditions or change them to something else, which will trigger the completion. As previously mentioned, SLAs that are in progress will be recalculated to use your new configuration.
Best practices for using SLAs and troubleshooting
- 課題の報告者ではない担当者を選択するようにします。同じユーザーを割り当てると、SLA が適切に動作しない可能性があります。
- If issue data changes in such a way that the goals for the issue change (for example, the priority changes from Critical to Blocker), the time against the previous goal will be tracked against the new goal, for open issues only.
For example, if the Support team spent an hour on a Critical issue, when the issue is escalated to Blocker, the hour still counts against the new goal, even if it causes the SLA to be breached. - If you're using filters in your service project to track SLA data, specifically priorities, make sure these filters include all the priorities defined in the associated priority scheme. See Associating priorities with projects for more details.
- 異なる SLA に依存する目標を設定することはお勧めしません。