SLA Time and Report for Jira
Set, track and report time to SLA for issues not only for Jira Core and Software but for tickets from Jira Service Desk.
Define
Configure criteria of SLA timer, calendar, and multi-cycle option. Set up SLA time goals, including highlights and automation action.
Both App and Project Custom fields can be used to track time to SLA.
Track and Automate
Meet customers’ expectations by notifying one user or user groups about exceeded issues in comments and monitoring % of completion SLA to the target date.
Report
You may find out where the customer experience needs to be improved by looking at data concerning exceeded, met, and in-progress issues in SLA reports.
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More Features
About Excellent Experience
An excellent user experience is more than just having a great ui, eye-catching pics, and useful content. It also entails providing excellent customer service, which you may accomplish by resolving consumers’ issues within a set time frame.
SLA Time and Report is a powerful SLA monitor widget that allows you to set and manage the details of your Service Level Agreements. It’s totally adaptable and an ideal solution for complex SLAs that require multiple conditions to be met.
Determine deadlines to avoid breached SLA
To match your company’s needs, the add-on allows setting 2 types of SLA goals: based on a time limit (hours:minutes) and as a negotiated date – based on any issue date/time field (due date or other custom issue fields)
Also, each target can be linked to a specific schedule. Create various calendars for different SLA Objectives or projects based on your tailored criteria. Set working days and hours, as well as vacation days and holidays.
Configure as many SLA Agreements in Jira as you need
Our add-on allows you to store an unlimited number of service level agreements. You can add them to your JIRA projects for automatic calculation of all SLAs. To keep track of all necessary issue times, you can add numerous configurations to a single project. They can Start, Stop, and Pause separately.
Avoid escalations with multi-triggers
If the time to resolve the ticket is approaching a breach of the SLA, the immediate reaction is essential. With SLA time goals setting, you can stimulate escalation up the management hierarchy to reduce the risk of unfinished issues.
This feature helps you to create an escalation path for customers to acquire the support they expect and automatically inform leads and managers when SLAs are about to be exceeded or already breached.
Analyze your SLA report to make business-driven decisions
You may require more information, such as reports, in addition to time tracking and monitoring. SLA Time and Report includes additional values such as SLA Analytics in Graph Table and Pie Chart. It will appeal to any project and support manager.
You also can view how well you are meeting your SLA policies with the SLA reporting dashboard. Measure such metrics as Time to First Response, Time to Resolution, Created vs Resolved using Atlassian gadgets on Jira Dashboard.
Jira Custom Fields
Keep track of your SLAs with the Target date and Status of the SLA goals in Jira Custom Fields
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Issue panel control
Monitor the process of spending time and SLA time data to each ticket on Issue Tab
Learn MoreWatch our Video
Frequently asked questions
Use a FAQ list to find answers on the most common questions
Do you store customer data from the customer Atlassian instance?
We don’t store any customer data in our infrastructure excluding hashed customer id and add-on configs. Everything is processed interactively and displayed to end-users. We use application internal logs, but without customer-related data, include only details about requests performance/status/error code.
Is your add-on compatible with Jira Service Desk to countSLA time?
The application counts SLA time for issues from Service Desk, but cannot configure it
Can I set SLA for Kanban projects?
The app works for Jira Software, Core, and Service Management tickets in general, and, in particular for the Kanban projects as well.
Do you follow the GDPR (General Data ProtectionRegulation EU)?
ll our add-ons, including SLA Time and Report, use Atlassian Jira API to data exchange, which is GDPR compliant natively. So, yes, all our applications and all their versions are GDPR compliant.
Why my column "Time to SLA" is still empty, even after SLA creation?
If you don’t see the SLA time, please check the parameters you set before to select issues.
Is it possible to carry plug-in settings from one project into others?
While using the filtering by the project you get the issues within the specified project only. It will not carry into others unless specified.
If you need to combine several projects, it is better to use the search by SLA configurations or filter.
How to get time along with creation and update fields?
To see time with “Created” and “Updated” date fields, you need to point a mouse cursor on a “Date” field. You’ll get time along with “created” and “updated” fields in a file after exporting.
We want to provide access to this plugin to a limited set of people within our organization. In this case, will pricing be applicable to the number of Jira accounts in our organizationor a limited set of people whom we want to provide this access?
According to Jira pricing, we’re unable to manage the price relative to the number of actual users. Atlassian offers discounts for the annual subscription, so you can pay less in that way.
Trusted by 120+ clients
It is reputable for us to help customers manage their SLA trackers efficiently.
Steven Fisher
Solves a real problem
Elise Brancheau
Great solution
Shahebaaz Shaikh
Useful plugin
John Stone
Price much lower
Colin Brown
Exactly what we were looking for
Gerardo Dalena
It does what it says
Sandra Sin
It works perfectly fine
How can we help you?
Find out how SLA Time and Report can be tailored to your team or project:
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