Set Different time limit SLA goals by priority level

[#1]

Managing service level agreements (SLAs) effectively can be challenging, especially when prioritizing tasks with different levels of urgency. Teams may struggle to meet their SLAs without clearly aligning goals with ticket priorities, leading to delayed responses and unmet expectations.

Traditional Service Level Agreements (SLAs) lack the ability to prioritize specific goals, making it difficult to manage various tasks. This leads to situations where all tasks are treated equally, regardless of urgency or business impact. The lack of differentiation in priorities means that critical tasks can receive the same attention as less important ones, which creates a risk of delays in solving the most important problems.

We’ve introduced the "Context by priority" feature in the SLA Time and Report add-on for Jira to address this issue. This feature allows you to assign a priority to each goal, ensuring that the goal’s timer starts only when the ticket’s priority matches the goal’s priority.

Here's how it works:

1. Assigning Priorities to Goals: You can now set a specific priority for each goal in the SLA Manager. For example, you can create a goal only for "High" priority tickets.

2. Automatic Timer Management: The goal’s timer starts only when the ticket’s priority matches the goal’s priority. If a ticket’s priority changes, the timer will either start or stop accordingly. For instance, if a ticket’s priority is set to "High," the goal timer for "High" priority will start. If the priority changes to "Medium," the "High" priority goal timer will stop, and only the "Medium" priority goal timer (if set) will start.

3. Dynamic Adjustments: The system dynamically adjusts the timers if a ticket’s priority is updated. This means that if a ticket’s priority changes to one that matches a goal, the corresponding goal timer will start. Conversely, if no goal matches the new priority, all timers will stop.

Practical Use Case

Imagine you manage a support team that handles different types of issues with varying levels of urgency. Previously, your SLAs might have been the same for all tickets, leading to inefficiencies.

With Context by Priority:

• You create a goal for "High" priority tickets with a resolution time of 2 hours.

• You also create a goal for "Medium" priority tickets with a resolution time of 4 hours.

• When a new "High" priority ticket is created, the 2-hour goal timer starts immediately.

• If the ticket’s priority changes to "Medium," the 2-hour timer stops, and the 4-hour timer starts instead.

• This ensures that each ticket is handled appropriately based on its urgency, improving response times and customer satisfaction.

How it works:

1. First, create goals in the configuration:

2. Next, we can choose one of the priorities:

• Highest

• High

• Medium

• Low

• Lowest

The goal will start the countdown if the priority set in the goal is the same as in the ticket.

Conclusion

The Context by Priority feature in the SLA Time and Report add-on for Jira is a powerful tool for improving your SLA management. By allowing you to set priorities for goals and dynamically adjust timers based on ticket priorities, it ensures that your team focuses on the most urgent tasks, enhancing efficiency and customer satisfaction. Start using SLA Time and Report for Jira today to take your SLA management to the next level!

[Elena Lurye]

What's wrong about using old-fashioned JQL for specifying priorities on goals?