A company has an SLA that measures 'Time to first response'. The SLA should start when an issue is created, but only for issues that are not created by a specific 'Automation' user. How should the SLA be configured?

Set the 'Pause condition' to 'Reporter = Automation'.

Set the 'Time metric' to exclude issues created by the Automation user.

Set the 'Start condition' to 'Reporter != Automation'.

Set the 'Stop condition' to 'Reporter = Automation'.

When configuring an SLA goal in Jira Service Management, what does the 'Time metric' setting control?

The specific time period (e.g., business hours) that counts toward the SLA.

The duration of time that is allowed to complete the goal (e.g., 2 hours or 3 days).

The event that starts and stops the SLA timer (e.g., issue created, status changed to Done).

The time zone used to display the SLA's start and stop times.

In Jira Service Management, what is the primary purpose of an SLA (Service Level Agreement)?

To measure the time taken to complete a request against a defined goal, helping teams meet service expectations.

To assign priority levels to requests based on the requester's role in the organization.

To define a set of rules that automatically resolve issues when their time limit is reached.

To restrict which agents can view or work on an issue based on its service level.

A support agent is viewing an issue and the SLA field shows 'Paused'. The agent is confused because the issue is actively being worked on. What is the most likely reason the SLA is paused?

The SLA has breached and is no longer counting time.

The issue was created outside of business hours.

The SLA's time metric is set to 'Calendar time'.

The issue is in a status that matches the SLA's pause condition.

Jira Service Management Agent Essentials (ACA-925)

Domain 3Objective 2

Apply SLAs ACA-925 Practice Questions (Page 2)

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

19questions here

4free pages

5concepts

Questions 6–10

6application · medium
A company has an SLA that measures 'Time to first response'. The SLA should start when an issue is created, but only for issues that are not created by a specific 'Automation' user. How should the SLA be configured?
Select an answer first
7foundation · easy
When configuring an SLA goal in Jira Service Management, what does the 'Time metric' setting control?
Select an answer first
8foundation · easy
In Jira Service Management, what is the primary purpose of an SLA (Service Level Agreement)?
Select an answer first
9application · medium
A support agent is viewing an issue and the SLA field shows 'Paused'. The agent is confused because the issue is actively being worked on. What is the most likely reason the SLA is paused?
Select an answer first
10expert · medium
A company has an SLA that measures 'Time to resolution' with a goal of 8 business hours. The SLA is configured with a pause condition that pauses when the issue is in the 'Waiting for Customer' status. An issue is created on Monday at 9 AM. The agent works on it for 2 hours, then moves it to 'Waiting for Customer' on Monday at 11 AM. The customer responds on Tuesday at 2 PM, and the agent moves the issue back to 'In Progress'. The agent resolves the issue on Tuesday at 4 PM. How many business hours were counted toward the SLA?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to ACA-925

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Atlassian. “ACA-925” is a trademark of its owner, used for identification only.