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      SLA and Queues

      SLA und Queues

      Jira Service Management provides powerful built-in SLAs (Service Level Agreements) so teams can track how well they are meeting the level of service expected by their customers.

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      SLA and Queues icon

      Define goals:

      Create your SLA goals that specify the types of requests you want to track and the time it takes to resolve them. From there, you can define the conditions and calendars that affect when SLA measurements start, pause, or stop (for example, when the office closes for a holiday).

      Organize your request types the way you need them to be

       

      Put the requests you get in an order that fits your business and services. Organize by asset, task type, department or priority and route them directly to the right group or person.

      Set the right priorities

      Some issues need to be resolved immediately others can wait. Smart SLA queues let you see directly where you need to act. If the limits of one or more teams are reached, our SLAs offer the possibility to map different escalation levels.

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      Teams of up to 8 can schedule private sessions, either online, or we’ll come to your site and deliver Team (Onsite) classes. 

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