Activate SLAs?

Context

SLAs category tracks fidelity to service commitments, focusing on every SLA you’ will define in JSM.
However, initial SLAs are not managed within Elements Pulse, but directly in your Jira Service Management project.

Thus, if not activated on Jira, this score may appear as null in Elements Pulse.

We strongly recommend you create SLAs within Jira.

Tutorial

Prerequisites

• A first analysis has been computed

• SLA category is active

Configuration steps

• Go to your project settings

• Enter the “SLAs” section

• Define new goal. Recommended: Time to First Response, Time to Resolution

👉 Repeat the process if you have several projects included in the Elements Pulse analysis

Results

The success rate of your service level of agreement will be available within Elements Pulse, in the matching category.
Score if this indicator will appear as null in the past, if no SLA were defined previously.