Hello,
Has anyone created a custom SLA for First Business Day Resolution?Idea is to capture how many % of tickets were resolved in first 24 hrs since ticket was created.
Regards,
Kamlesh
Hi @Kamlesh Panchal , I have not done this for my own needs but certainly doable. Is your question about how to create the SLA or the reporting bit?
Example sla...
For reporting you could create a new report based upon the new SLA % met.
Hi Jack,
Thank you for your response. Yes, I am looking to set SLA only. Here's what I have defined.
A couple of comments. First can you simplify the Goals to only have Highest using 24x7 calendar and everything else on the 9-5 calendar rather than listing out each priority? Secondly, what about issues reopened, is that a consideration. Personally I like using Resolution rather than Statuses.
with that said, what questions do you now have?
Hi Jacky,
We have not kept option to reopen the ticket once it is marked as resolved. Also how would it impact if I specify goals for each priority instead of specifying as everything/all remaining?
Hi @Kamlesh Panchal,
Try the gadgets offered by our Great Gadgets app, described in this article:
https://community.atlassian.com/t5/App-Central/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369
For this specific case, the Histogram gadget might be of great help for you. It shows the cycle time distribution for the tickets in a filter. Currently it displays the issue count in range, not the percentage, but could easily modify the gadget to display percentages.
The app offers some other ways to display this info.
Hope this helps. If you have any questions for setting up these gadgets, please contact us at support@stonikbyte.com.
Danut.
Hi
I recommend an add-on SLA Time and Report from the Atlassian Marketplace.
Steps to solve your problem in add-on:
First, add 24 hours to the goal deadline.
So now you can see broken SLAs on this dashboard.
Next, you need to open the charts to see the percentage of tickets resolved in the first 24 hours after they were created.
Also, if you need, you can export this chart to EasyBI or other tools.
The application has a 30-day trial period and is free for small teams (up to 10 users), so you can check how well it suits you. My team developed it so our support team can help you with the settings.
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