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2 ways of tracking SLA time in Jira Cloud

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When we talk about increasing your team’s productivity, good organization and proper time management are essential. As a result, it will boost customer trust and business profitability.

Setting service level agreements (SLAs) for how quickly you respond to client problems will help your team stay on track. Let’s look at how to set and report SLA for Jira users.

What is SLA in Jira?

A service level agreement (SLA) is the agreement between a service provider and its customers that specifies the service standards that must be met. SLA is largely about creating certain time limitations to solve issues for Jira users. As a manager, you can configure and track SLAs using Jira’s built-in Jira Service Management features or Atlassian Marketplace apps. SLA Time and Report for Jira is one of these apps, which we shall review in this article. Let’s analyze and compare those two options to see which one is better for both your team and goals.

SLA by Jira Service Management (previously Jira Service Desk)

You can set SLAs for Support Portal tickets if you have admin capabilities in JSM. Let’s have a look at all of this solution’s features.

  • JSM lets you set SLA for tickets only from the Support Project.
You can set start/pause/stop conditions for the SLA timer
  • The SLA timer can be started, paused, or stopped using the following options: Statuses (In Progress, Waiting for Support, Waiting for Customer, Closed, etc.),  Assignee (from Unassigned, Set, and Not Set), Issue, Customer Comment, and Resolution (Created, Set).
you can set target time for ticket resolution, working time (calendar) for the team, and specify issue criteria
  • You can create a target time for ticket resolution, team working hours (calendar), and issue criteria using Jira Query Language(JQL) in the objectives area. To choose more priority issues, you’ll need to know how to generate JQL requests.
monitor SLA Reports with default settings
  • With default settings, JSM allows you to monitor SLA Reports (compare achieved goals for a particular period) and generate custom chart reports for certain request types. On a ticket view tab, you can also track SLA time.

SLA Time and Report possibilities

If you wish to set SLAs for other projects in addition to the support tickets, you’ll need to look for a solution on the Atlassian Marketplace. SLA Time and Report add-on is one of them. Let’s look at how it differs from JSM and when it might be the best choice for you.

  • The main advantage of SLA Time and Report is the ability to set up SLAs for issues from all Project Types (Jira Core, Jira Software, and Jira Service Management). Thus, you can use it if you want to track SLAs for all levels of support members. It will assist you in avoiding delays in workflow procedures and increasing your team’s effectiveness.
  • This add-on allows you to set Start/Pause/Stop Conditions by using any issue field: status, issue type, priority, assignee (just choose the name of the necessary assignee group), due date (number of days before, after), comment from (assignee, reporter, specific user), etc. The advantage of this function is that it allows you to specify issue criteria without JQL knowledge. To set a condition for your SLA, you can use a flexible and easy config.
Start/Pause/Stop Conditions by using any issue field
  • You can use the Multi-Cycle or First-Cycle options for the SLA timer in various scenarios with unique purposes. You don’t need to use JQL for this (as at JSM). Choose one of the two options from the setup menu.
  • Setting time limits, like in the JSM, can be used to specify goals for your SLA configuration. The advantage of SLA Time and Report is that it allows you to set up an automated action for each target. You don’t need to utilize any Automation rules to turn on triggered actions (as at JSM). Anyone can configure them for outstanding issues in the SLA configuration menu without any particular knowledge. You have a variety of choices for outstanding issues, including status modifications, assignee and priority changes, and notifications. The calendar option in SLA Time and Report, like the JSM, allows you to exclude non-working hours.
status change, assignee and priority changes, notification
  • Create reports in both graph and table formats. So you can monitor a list of issues or tickets that are under the SLA conditions, as well as their SLA goals, statuses, and timers. Furthermore, SLA Time and Report let you share charts on external dashboards (e.g., Klipfolio, Geckoboard). On the issue view tab of JSM, this add-on allows you to track SLAs.
  • And last but not the least benefit of SLA Time and Report is the price. You don’t need to pay extra money for the JSM to allow more than 3 people to set and use SLAs in their work. Using this tool, you will get the SLA setting’s flexible tool and save your costs.

Conclusions

Depending on your goals, you can choose the best solution for the SLA settings.

You can choose the appropriate method for SLA settings based on your objectives. If you merely want to define SLAs for tickets from support and don’t care about the price, Jira Service Management is an excellent option. If you want to set SLAs for issues across all Jira projects while saving money, a tool like SLA Time and Report from the Atlassian Marketplace is a preferable option. It provides you with a variety of configuration options without the need for additional JQL or Automation rules.

Do you keep track of your SLAs, by the way? What techniques do you employ? Please tell us about your experience.

Zoryana Bogutska

The author of the article

My goal is to create useful content for Jira users to achieve skyrocketing efficiency and space results at work.

Find out more about the SLA Time and Report

Visit the app page for more information

Comments
  • It’s hard to find educated people on this subject, but you sound like you know what you’re talking about! Thanks

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