SLA Monitoring Dashboard Implementation

Question

Hey!

I'm working on developing a dashboard to display two aspects of my project's SLA.

1. Monitor the punctuality of the assigned personnel.

Obtain information about individuals actively involved in the SLA.
2. Retrieve a list of tickets that have surpassed the SLA timeframe.

I attempted to implement this using the available gadgets, but it appears that using SLA as a statistical type is not supported.

Additionally, I considered creating a custom field that an automatic rule would update, but none of the custom field types seemed capable of receiving data based on JQL queries.

Do you have any suggestions on how to implement this?

Thank you!

Iris Ayelin_aulp1h · Answer

@Yuliia_Borivets__SaaSJet_ , @Danut M _StonikByte_

Thank you both for your valuable suggestion!

However, we are currently exploring options to achieve this goal without relying on a third-party solution that would necessitate installation throughout the entire environment.

Yuliia_Borivets__SaaSJet_ · Answer

Hi @Iris Ayelin

The "Filter Results" gadget can help display the results of a specific JQL filter directly on your dashboard if you have some JQL queries that work for your cases.

Also, some reports that can compare your assignees' performance are available with SLA Time and Reports for Jira app developed by my team. You can check out if it can help you.

SLA Met vs Exceeded per Assignee

General report (tickets with exceeded timers have a red color)

Danut M _StonikByte_ · Answer

Hi @Iris Ayelin ,

Have a look over this article from our blog on how to create such dashboard:

An effective dashboard for Service Desk and Customer Support teams in Jira Service Management

The Control Chart gadget will help you easily determine the issues that breached the SLA.

Danut.

Disclosure: I am part of the team that develops the gadgets described in the article.