A support team has an SLA that requires a response within 2 hours during business hours. An agent notices that a high-priority issue has been open for 1 hour and 45 minutes without a response. The agent wants to see, at a glance, whether the SLA is about to be breached and how much time remains. What is the most direct way to view this information?

Run a dashboard gadget that shows the average SLA completion time for the project.

Open the issue and look at the SLA field on the issue detail view.

Check the audit log to see when the SLA was last updated.

Create a new SLA definition with a shorter time metric to test the issue.

How can an agent quickly identify issues that are at risk of breaching their SLA?

By running a report that shows all issues with SLA breaches.

By checking the SLA progress bar on each issue, which turns red when breached.

By checking the issue's priority field, which changes when the SLA is at risk.

By looking for the 'at risk' icon (clock with warning) on the issue or in the queue.

Which report in Jira Service Management is specifically designed to analyze SLA performance?

The 'Queue Report' which shows the number of issues in each queue.

The 'Workload Report' which shows the number of issues assigned to each agent.

The 'Time to Resolution Report' which shows the average time to resolve issues.

The 'SLA Report' which shows the number of issues that met or breached their SLA goals.

What is the purpose of 'conditions' in an SLA definition?

To specify that the SLA only applies to issues that meet certain criteria, such as a specific priority.

To define the start and stop events for the SLA timer.

To set the calendar that determines which hours count toward the SLA.

To restrict which agents can view the SLA progress on an issue.

In an SLA configuration, what is the role of a 'calendar'?

It determines the priority of issues based on the time of day they are created.

It schedules when SLA breach notifications are sent to agents.

It defines which days and hours count toward the SLA's elapsed time.

It sets the deadline for the SLA based on the issue's due date.

Jira Service Management Agent Essentials (ACA-925)

Domain 3Objective 2

Apply SLAs ACA-925 Practice Questions (Page 1)

Part of the Queues and SLAs domain, which makes up ~19% of our current practice bank.

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1application · medium
A support team has an SLA that requires a response within 2 hours during business hours. An agent notices that a high-priority issue has been open for 1 hour and 45 minutes without a response. The agent wants to see, at a glance, whether the SLA is about to be breached and how much time remains. What is the most direct way to view this information?
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2foundation · easy
How can an agent quickly identify issues that are at risk of breaching their SLA?
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3foundation · easy
Which report in Jira Service Management is specifically designed to analyze SLA performance?
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4foundation · easy
What is the purpose of 'conditions' in an SLA definition?
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5foundation · easy
In an SLA configuration, what is the role of a 'calendar'?
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