2 ways of tracking SLA time in Jira Cloud

2 ways of time tracking jira service desk
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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 by SaaSJet 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.
SLA start pause stop conditions in jsm
  • 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).
SLA goals in jsm
  • 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.
SLA reports in JSM
  • 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.
SLA Time and Report start pause Stop conditions
  • 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.
  • Use the SLA Reset function to set the counter reset condition. This allows you to restart the entire SLA with the settings saved and the accumulated time of the SLA goals reset.
  • 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.
track goals in Jira with SLA time and rapport add-o and notify users before deadlines
  • 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.
  • Moreover, you can reset SLAs anytime you need it. This option allows you to configure conditions when the SLA timer resets every time a certain condition is met and starts running again only when the Issue is on the Start condition. When the SLA timer is reset, it will be recalculated again. To monitor which status changes or assignees took place and when, you can additionally try Issue History add-on by SaaSJet. It shows all the changes that have been made to each issue.By the way, SLA Time and Report for Jira allows optimizing processes for remote teams conveniently. How? Here’s a short article which describes how you gain it – 5 tips on process optimization for remote team work in Jira.
  • 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

Features for SLA in JSM vs SaaSJet add-on

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.

Kateryna Vyshnevska

The author of the article

Always strive for the best and to be worth it.

Find out more about the SLA Time and Report

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

  • I use SLA Time for Jira to track time spent on specific projects and tasks. I can see how much time is spent on each issue and a dashboard can be created to monitor how things are going.

    Features:
    1. It is easy to use.
    2. It is flexible.
    3. It is configurable.
    4. It has an option to add custom fields for SLA time tracking.

  • SLA Time and Report for Jira is an essential tool for our team. It allows us to easily monitor our SLA time and generate reports on SLA compliance, which has helped us improve our service levels. The Jira add-on is user-friendly and easy to set up, making it a must-have for any team using Jira for service management. Highly recommend!

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