Tracking SLA Breaches by User in Jira

Question

Hi,

Is there any add-on that can track the number of hours a user has spent on an SLA?

For example, if I have a ticket with an SLA of 20 hours, assigned to three users:

* User A works for 10 hours
* User B works for 12 hours
* User C works for 3 hours

This means User B caused an SLA breach. Is there an add-on that can track this?

Thank you.

Hannes Obweger - JXL for Jira · Answer

Hi @Nguyen Le Thanh_Candylio

welcome to the community!

As you can see from previous responses, this is an area where many customers rely on apps from the Atlassian Marketplace.

E.g., I believe that your use case would be easy to solve using the app that my team and I are working on: JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a long list of so-called history columns that aren't natively available, including the time with assignee or the time in status with assignee.

This is how it looks in action:

As you can see above, you can easily sort and filter by your history columns, and also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

With these, you can build a per-user SLA dashboard in just a couple of clicks.

Any questions just let me know,

Best,

Hannes

Dilara Akyol _Appfire_ · Answer

Hi @Nguyen Le Thanh_Candylio ,

Welcome to the community!

To be able to track the time the assignee spends on the issues, I wanted to recommend the Enhancer Plugin for Jira app, which is developed by my team at Appfire.

Within the app, we're providing report functionality where you can track the time you spent per assignee within flexible configuration. The report functionality allows you two dimensional results so you can create reports even per assignee for each status.

We're offering the ability to set goals to mark as achieved, warning, or exceeded , so you'll be able to manage your issues in a better way.

If you're interested, you can arrange a demo call so we can discuss details!

Kind Regards,

Dilara

Valeriia_Havrylenko_SaaSJet · Answer

Hi @Nguyen Le Thanh_Candylio 
Welcome to the community!

Jira natively does not provide a way to track SLA breaches per user, however, you can achieve this with the Time Metrics Tracker | Time Between Statuses add-on. It allows you to measure how long each user has worked on a ticket and identify who contributed to an SLA breach.

Also you can book a session with our specialist to see add-on in action 🚀

Add-on developed by my by SaaSJet team.

Let me know if you need help setting it up!