How do you create a new SLA measurement ?

Question

I would like to create a new SLA measurement metric. I would like to track that we are meeting an objective to update tickets. Is that possible ?

Impact Level

Targeted

Updates

L1

Twice daily

L2

Once daily

L3

Once every two days

L4

Once every week

Yuliia_Borivets__SaaSJet_ · Answer

Hi @albert_pinto

If you're still looking for a solution, you can check out SLA Time and Report. It allows setting SLA time goals not only for JSM tickets but also for Jira issues. So you can set SLA for L1, L2, L3, L4 teams. To create SLA measurement you will need to:

* Choose Start/Stop/Pause conditions from standard and custom issue fields
* Set a time limit for each SLA configuration and choose the automated action for exceeded issues.

You can monitor if your team is meeting SLA in table or graph view.

This app is developed by my team, feel free to write if you have any questions.

Kind regards

albert_pinto · Answer

Thank you!

-Albert

Mehmet A _Bloompeak_ · Answer

Hi @albert_pinto ,

@Gökçe Gürsel {Appfire}  @Tuncay Senturk _Snapbytes_ might help you. I know that their team has an SLA app which provides additional advanced SLA capabilities compared to the built-in Jira SLA features.