Unable to determine the accurate number of SLA breaches for ticketing

Question

Hi,

I've designed a dashboard to monitor JIRA tickets failing to meet our organization's first response time SLA of 6 hours. However, the dashboard's data is unreliable because it includes tickets assigned outside an individual's working hours or during their Out-Of-Office periods. Is there a method to pause the SLA timer when someone logs out for the day and resume it when they begin work the next day? Additionally, if an employee is marked Out-Of-Office, the ticket counter shouldn't initiate at all. How can we implement these changes?

Please look at the screenshot below:

In the above example, Julia Oliveira had 5 tickets flagged for breaching the SLA response time. However, it's worth noting that 3 of these tickets were assigned to her outside of her regular working hours. Given our global team's diverse time zones, it's crucial to ensure accurate reporting in these cases.

Thank you,

Devansh

Jaime Capitel (resolution) · Answer

@Devansh Prasad I'm not an expert in SLAs, but as far as I know, they are always combined with your business hours.

Example: You have a 6 hours SLA for TFR and your business hours are Mo to Fri from 9:00 am to 5:00 pm.

A customer creates a ticket on Saturday, at 7:30 am.

Your SLA should start counting at 9:00 on Mo, and the TFR will be breached at 3:00 pm.

You should set this up in Jira, the combination of business calendar and SLAs is really important. You can start with Atlassian's documentation on SLA calendars.

Devansh Prasad · Answer

Hi Jamie,

Thanks for your response however in JIRA, each of our tickets have 6 hours as the 'Time to first response' and this is the criteria we use to measure SLA adherence. We can't use 'Time to resolution' as there is no guarantee when an issue would be fixed (there could be bugs and it would take longer, awaiting customer response etc.). If I understood you correctly, a ticket assigned to an agent during the weekends when there are not working will always breach the SLA in this case as they could not respond within the first 6 hours? Is there no way to stop the counter? We have team members from the same geographical location and they have their federal holidays on the same day, what will happen in this case? Will the ticket assigned during this time always be breached?

This seems illogical as this would never give us a true picture of the actual number of SLA breaches.

Awaiting your response!

Devansh

Devansh Prasad · Answer

Hi Danut,

Thanks for your response however in JIRA, each of our tickets have 6 hours as the 'Time to first response' and this is the criteria we use to measure SLA adherence. We can't use 'Time to resolution' as there is no guarantee when an issue would be fixed (there could be bugs and it would take longer, awaiting customer response etc.). If I understood you correctly, a ticket assigned to an agent during the weekends when there are not working will always breach the SLA in this case as they could not respond within the first 6 hours? Is there no way to stop the counter? This seems illogical as this would never give us a true picture of the actual number of SLA breaches.

Awaiting your response!

Devansh