What are the advantages of sharing custom fields? Used by the social sharing platform AddThis to store the user's usage history of the AddThis sharing widget. You can implement an "automation action" that performs actions in a remote system as part of an automation rule. How is a service catalogue used in my IT service desk? All the SLA data for elapsed time will be recalculated to measure against the new metrics. See Example: Creating a basic SLA for an example of setting up an SLA that uses a 9-5 working day SLA calendar. Vous avez le choix entre les rapports JSD ou ceux standards du dashboard JIRA. En fait, c’est assez simple: vous pouvez désactiver les fonctionnalités que vous jugez inutiles. We do not recommend setting up a goal to be dependent on a different SLA. You can write SLA goals as hours and minutes, but not days. Enforce an approval step for change reviews, Customize the default change management workflow, Auto-close incidents after they are resolved. Read Create and edit SLA calendars to learn how to do this. Victor Lubuku Apr 05, 2019. What is asset management for next-gen service desks? Create powerful rules to start automating your manual, repetitive processes. This overview will cover everything you need to know to integrate with Jira Service Desk Server. A diverse range of IT teams use Jira Service Desk, including support desk teams, operations teams, and more. Afin de faciliter votre navigation et de vous apporter le meilleur service possible, nous utilisons des cookies pour améliorer le site aux besoins des visiteurs, notamment selon la fréquentation. How can my Jira admin customize issues for my team? Jira Service Desk is an application built on the Jira platform.

An SLA first possesses a nam, which will be displayed on the JIRA request. From technology expertise to strategic transformation, we will support you!

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. The examples in this guide were last tested with JIRA Service Desk 3.1. How can customers serve themselves with a knowledge base? What can I do to help customers find the right request type?

breached(): find JIRA tickets on which the chosen SLA has not been respected, whether the SLA is still running or terminated. Get started with Jira Service Desk for agents. How should my team define impact and urgency of requests? How can I use keywords to help people find articles? Suit l'internaute à travers les appareils et les canaux de marketing. The Jira platform provides a set of base functionality that is shared across all Jira applications, like issues, workflows, search, email, and more. Example: creating an SLA that doesn't track continuous time, Example: creating an SLA with multiple cycles, Example: creating an SLA based on due date. How to manage SLA data If you create a new name for an SLA, it creates a new custom field that is available to all service desks in your Jira site. What are SLAs and how do I view them in my service desk? What are Jira Service Desk next-gen projects? The JIRA Service Desk domain objects are built upon peer JIRA platform counterparts. Also, service desk agents can make good use of native Jira Service Desk queues in which they can add specific SLA metrics to triage the customer requests within the queue. Resolve high-priority requests within 24 hours. When specifying SLA goals that use a fraction of an hour, write the time as Xh Ym (for example, 3h 30m). You can also view the number of SLA fields being used, and clean up unused fields.

Time stops being counted against the SLA when any of these occur (for example, You can enter specific issue criteria using.