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Jira 8 Administration Cookbook

You're reading from   Jira 8 Administration Cookbook Over 90 recipes to administer, customize, and extend Jira Core and Jira Service Desk

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Product type Paperback
Published in Jun 2019
Publisher
ISBN-13 9781838558123
Length 280 pages
Edition 3rd Edition
Tools
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Author (1):
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Patrick Li Patrick Li
Author Profile Icon Patrick Li
Patrick Li
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Table of Contents (11) Chapters Close

Preface 1. Jira Server Administration FREE CHAPTER 2. Customizing Jira for Your Projects 3. Jira Workflows 4. User Management 5. Jira Security 6. Emails and Notifications 7. Integrations with Jira 8. Jira Troubleshooting and Administration 9. Jira Service Desk 10. Other Books You May Enjoy

Tracking and evaluating performance with an SLA

An SLA helps you to measure the level of service performance of your team, and also provides insights into where improvements can be made.

In this recipe, we will set up a new SLA metric for our service desk, where we will measure the amount of time it takes for the team to solve customer requests. However, we will not take into account the amount of time spent waiting for additional information from customers.

How to do it...

To set up the SLAs, perform the following steps:

  1. Browse to the service desk that you want to set up SLAs for.
  2. Click on the Project settings option in the lower-left corner of the screen.
  3. Select the SLAs option from the panel on the left-hand side.
  4. Click...
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