Top 5 Features for SLA Management in Jira: FAQs from customers

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If you've ever had questions about effectively managing SLAs, this article will surely help. 📊 In this article, we've looked at the most common questions and issues reported in customer stories, and we'll provide answers to those questions to help you, too. 💡

By breaking down 5 core features, this article will show you how to optimize customer interactions and master SLA management in Jira. From monitoring and tracking SLAs to managing multiple calendars, these insights will streamline your workflow and improve overall SLA performance. So let's get started! 🎯

Custom SLA Calendars: “How do I set up custom SLA calendars that consider business days and holidays?”

✅ 🛠️ Managing service level agreements based on business days and holidays is a common issue in organizations. Standard SLA configurations can overlook these complexities, leading to SLA violations and team confusion.

The SLA Time and Report add-on helps solve this problem by allowing you to create custom calendars tailored to your team's working hours and holidays. This feature helps ensure that SLAs are suspended during non-business hours, giving teams an accurate representation of the time remaining before a breach occurs.

To set up the necessary calendars, you need: in the left sidebar menu, you can scroll down to the work schedules section and add a new calendar by clicking the + Add New or Add Work schedule option 📆:

Here, you can also select a calendar from the list configured before.

🗓️ In the Add work schedule menu, you can choose:

• the name of a schedule;
• time zone;
• breaks for every day;
• length of Business days for SLA goals;
• the number of working days per week;
• the number of working hours per day;
• the days when your team is on holiday.

The time that issue has spent in each status will be calculated according to your chosen calendar.

SLA Monitoring and Tracking: “How can you effectively track and monitor SLAs in Jira across multiple projects or cycles?”

Keeping track of multiple SLAs across different projects can be a challenge. Without effective tracking, teams can fall behind on their SLAs. 📈💬

Many of our clients turn to us with a request that we help them solve this multitasking problem. This problem can be solved with SLA Time and Report add-on.

The Multi-Project SLA feature enables teams to efficiently set and manage SLAs across multiple projects. It simplifies workflows by allowing a unified SLA configuration to be applied to all relevant projects.

This feature especially benefits teams with interconnected tasks, offering a centralized view of SLA performance, consistent rule-setting, and effective time tracking.

In addition, managers can create real-time dashboards that visualize SLA statuses, allowing them to view requests approaching deadlines instantly. The add-on will enable you to segment by priority, team, or problem type. ⚙️

To learn more about how to track SLA effectively and in detail, you can read How to Track SLA, which explains how to visualize the results of your SLAs.

Automated SLA Notifications: “What are the best practices for setting up automated SLA notifications to avoid breaches?”

One of the most common problems users face is missing SLA deadlines because they were not notified in time. 🕐✅ Manual tracking is inefficient for this purpose, especially in high-volume maintenance where multiple issues need attention simultaneously, agree?

Therefore, the solution to this problem is the notification automation feature, built into the SLA Time and Report add-on, which allows notifications to be automated by Slack or Email based on certain time thresholds. This ensures that teams are automatically notified at a specific moment before the SLA is breached. ❌

🔔 Alerts help resolve missed deadlines or delayed responses, resulting in better customer satisfaction and streamlined workflows.

SLA Reporting: “How do you generate comprehensive SLA reports, and what tools can automate this process?”

The next question many users ask is where to find more advanced reporting capabilities than those offered by the standard Jira tools. 📈

The comprehensive SLA reporting feature in the add-on allows detailed analysis of SLA performance. You can filter reports by issue priority, team, or specific SLA criteria to better understand what's working and where improvements are needed. 🛠️

Additionally, with the Report Scheduler, you can automate report delivery via email, ensuring that key stakeholders receive regular updates without manual intervention.

Reports are easy to customize and export, allowing you to spot trends or recurring issues quickly.  You can see more in Report generation in SLA Time and Report.

SLA Time Zone Management: “How to set up different timezones per customer?”

🌍 Managing SLAs in different time zones often leads to confusion about when an SLA should start, stop, or suspend. Without proper configuration, teams can be unfairly penalized due to time zone differences.

Managing service level agreements across different time zones can be challenging, but with the SLA Time and Report, you can set up custom calendars 📆 to ensure accurate time tracking for each team; you'll need:

• Create your calendars: set up unique calendars for teams based on their regional working hours. This allows fair tracking of SLAs across time zones.
• Assign calendars to SLAs: apply these custom calendars to relevant SLAs, ensuring each team's working hours are met.
• Further customization: Custom fields like "Location" can track SLA terms more accurately based on geographic region.

By setting up SLA time zone management, you can ensure balanced performance monitoring, making it easier to maintain consistent quality of service across local and global teams. For more setup info, refer to the SLA Time and Report add-on documentation. 💡

Summary

These are the main questions that Jira users have most often. We hope that you were able to find the answer to your question. However, if you still have doubts, we recommend you try the 30-day trial to ensure that the SLA Time and Report add-on will cover your requests in effectively defining and monitoring SLAs, increasing your team's productivity, and making SLA management more enjoyable in Jira.

❓ You can also Contact Support to get answers to any questions.

🗓️ Book a free demo at a time convenient for you.