Rename SLAs

This page describes how to change the name of the SLA metric and how it can save your agents time.

What is SLA?

SLA stands for Service Level Agreement, a formal agreement defining the level of service expected from a service provider, including specific metrics such as response and resolution times. It outlines the responsibilities of the service provider and the recipient, ensuring that both parties clearly understand the agreed-upon service standards and performance expectations.

Unlike the standard configuration in Jira Service Management, our app allows you to rename SLAs (you must create a new SLA with the correct name natively). This allows you to save time if you would like to make changes, especially in many service desk projects.

Please back up your database or create an XML backup in Jira before attempting this action.

How to rename SLAs?

For all of the following procedures, you must be logged in as a user with the Jira Administrators global permission.

Steps 🐾

1. Log in to your Jira instance

2. Choose cog icon ⚙️ > Manage Apps

3. Select Feature Bundle > Utils

4. Select Rename SLAs

5. Select the SLA that you want to rename

6. Type a new name for the selected metric. The number of characters is limited to 255

7. Click Rename

8. Check the I understand the risk of this action. box to confirm

9. Click Update

Result🎉

The SLA name has been changed to a new one.