Alina Kurinna _SaaSJet_ Atlassian Partner

Hi @Kevin Rowe ! Could you clarify if you're looking for a way to calculate the Mean Time to Resolution (MTTR) directly within your current tool, or if you're open to exploring an add-on from the Atlassian Marketplace that could help simplify this process? If the latter, I recommend trying SLA Time and Report for Jira,…

Hi @Akash ! Managing SLAs effectively in JSM requires proper setup, configuration, and ongoing monitoring. Here are some practical tips to optimize your SLA tracking: 1. Define clear goals for SLAs: * Identify your KPIs that align with your business objectives. * Ensure SLAs reflect customer expectations and internal team…

@Sara Beyer Thank you for your kind words! 😊 That’s a great question, and you’re absolutely right—there are pros and cons to showing SLAs to customers via the portal. On the positive side, displaying SLAs can improve transparency and build trust, as customers can track progress and understand service expectations. It also…

Hi @Katherine Nevitt ! If you're open to using add-ons from the Atlassian Marketplace, I recommend trying SLA Time and Report, developed by my team. Our add-on provides an intuitive way to configure SLAs and work calendars, including the settings you mentioned: With this tool, you can: Set up the necessary SLAs for…

@Tatevik Alaverdyan уes, you need to create new SLAs using the SLA Time and Report add-on. I’ve attached the documentation, which provides step-by-step instructions for setting it up, to help you get started quickly. If you have any additional questions, feel free to reach out 😊

Hi @Tatevik Alaverdyan ! I have a solution for you: try the SLA Time and Report add-on. This tool allows you to filter and analyze the data you need efficiently. Additionally, it enables you to monitor SLA metrics directly on the SLA Grid in real-time. You can also add a gadget to your Jira dashboard to access key metrics…

Hi @Ken Obsequio ! I understand the confusion between "Time Remaining" and "Time to Resolve" in your reports. In Jira Service Management, the "Time to Resolve" SLA typically indicates the remaining time before a ticket breaches its SLA target, not the time taken to resolve past tickets. To obtain the actual resolution time…

Hi @Peter Aldana! If you're dealing with SLAs across multiple time zones, this can be challenging in Jira Service Management's native setup. However, I recommend using the SLA Time and Report for Jira add-on, developed by my team, which makes configuring SLAs for teams in different time zones much easier and more flexible.…

Hi @[deleted]! Yes, it is possible to configure notifications for when SLAs are about to breach using JSM automation. However, many users face challenges when setting it up and encounter limitations within Jira's native capabilities. To bypass these restrictions, I recommend using the SLA Time and Report for Jira add-on,…

Hi @Shankar ! If you're open to using Atlassian Marketplace add-ons, I recommend trying our SLA Time and Report for Jira add-on. It simplifies configuring SLAs and provides a range of additional features for advanced SLA management and reporting. How to configure SLA for different queues: * Add a Custom Field in Jira: * Go…

Hi @mgorresen! If you're open to using Atlassian Marketplace add-ons, I recommend trying SLA Time and Report for Jira, which my team developed. This add-on can make it easier to configure SLAs based on a custom field like severity and effectively track and monitor the results with precision. I’m attaching an article on…

Hi @Warwick De Villiers ! If you're open to using additional apps from Atlassian Marketplace to address this issue, I have a solution that can help you. My team has developed SLA Time and Report for Jira add-on for defining and monitoring SLAs. With this add-on, you can configure and add custom fields to tickets and the…

Hi @[deleted]! If you're open to using add-ons from the Atlassian Marketplace to enhance these capabilities, I recommend trying the SLA Time and Report for Jira add-on developed by my team. This tool offers advanced features, including: * Instant SLA notifications: real-time alerts without batching delays. * Flexible SLA…

Hi @Allan Louie Alabastro ! The delay you're experiencing with email notifications after creating a ticket is a known limitation in Jira Cloud. Jira batches notifications to reduce email volume, which can cause a delay of up to 10 minutes. Unfortunately, this behavior cannot be changed within Jira's native settings. If…

Hi @Siddharth Relhan ! As far as I know, Jira's native functionality doesn't support creating a dashboard to compare met vs. exceeded SLAs across multiple projects simultaneously with detailed visualization. But if you're open to using Atlassian Marketplace add-ons and want to simplify these processes, I recommend trying…

@stefan-lochten Thank you for reaching out! You're right to clarify this. Internal comments should not affect the Time to First Response metric, as they are not visible to the customer and do not count as the first external interaction. To ensure this behavior, the SLA should be configured to start tracking only when an…

Hello @stefan-lochten ! Based on your description, it seems that when selecting an existing SLA in Jira Service Management, the associated goals and conditions are not being applied as expected. To better assist you, could you clarify the following details? * How is your SLA currently configured? * What start, pause, and…

Hi @Nico ! To automate notifications in Jira based on a custom field, you can: * Set up a screen with the "Task Size" field – The user will be prompted to select the task size when transitioning the issue to the "In Progress" status. * Create a Jira automation rule. Once the task size is selected, the system can…

@Barbara Szczesniak Thank you for your kind words! We’re so glad you’ve enjoyed the Advent Calendar posts. Wishing you a wonderful holiday vacation and a safe, blessed season!✨

Hi, @Nicholas Malvicini ! Managing SLAs effectively in JSM requires proper setup, configuration, and ongoing monitoring. Here are some practical tips to optimize your SLA tracking: 1. Define clear goals for SLAs: * Identify your KPIs that align with your business objectives. * Ensure SLAs reflect customer expectations and…

Hi @Praveen Bansal! If you're open to using add-ons from the Atlassian Marketplace to address this issue, I have a solution that can help you. My team has developed the SLA Time and Report add-on for defining and monitoring SLAs. With this add-on, you can configure and add custom fields to tickets, such as Due date. Here’s…

Hello @Michaela Ranner We’re glad to hear that you’re using our add-on! We truly appreciate it and would love to help you resolve your issue quickly. However, to do so, we’ll need a bit more detail. Please reach out to our support team or book a demo. Thank you for choosing us! 🙏

Hi @Fuilares! If you're open to using additional apps from Atlassian Marketplace to address this issue, I have a solution that can help you. My team has developed SLA Time and Report add-on for defining and monitoring SLAs. With this add-on, you can configure and add custom fields to tickets and the portal. Here’s a…

Hello @NoName ! I see that you prefer not to use add-ons, but unfortunately, Jira does not have a built-in option to start an SLA based on the due date. This specific need can be addressed with add-ons developed for Jira. My team has created one that we also use ourselves because it’s incredibly convenient. You can try a…

Hi @Monique vdB! I wrote you about this 2 weeks ago, but I still need permission to post in the community. Please tell me why I can't get this permission or if I have any problem. Thank you!

Thank you so much! I'm happy to be part of this community! ⭐️😃

@christian.campos , I'm glad to help you! Let me know if you need more information or have any questions!

Hello @christian.campos ! I recommend trying the SLA Time and Report for Jira add-on, developed by my team. With this app, you can easily create and manage SLA's, OLA's and UC. The app simplifies the management process for all your agreements and provides the necessary functionality. You can configure the required…

Hi @Rafael Meira , My top 3 Atlassian products I’m working with daily: * Jira * Confluence * JSM Why are they helpful to me: * Efficient coordination within teams and across the entire organization. Jira helps streamline tasks, projects, and communication * Confluence provides a central hub across the company and within…

Hello @Rodrigo Alvistur ! You may try our add-on SLA Time and Report, developed by my team, which can help you with your SLA customization problem. With this add-on, you can set up different SLAs based on fields such as organization, labels, reporter, or other custom fields, allowing you to manage separate SLA policies for…