Automate Customer Request Capture and SLA Monitoring in Jira Software

In the ever-evolving landscape of project management, effective Service Level Agreement (SLA) management is crucial for customer satisfaction and organizational efficiency. This article introduces a compelling option for Jira Software users seeking robust SLA functionality and cost-effective alternatives to Jira Service Management (JSM): This article introduces a powerful combination of add-ons: SLA Time and Report and Smart Jira Forms. Together, they offer a robust and user-friendly solution for managing SLAs within your existing Jira Software environment.

Meet your new power team:

SLA Time and Report: This add-on provides a complete set of features designed to optimize SLA management in Jira Software. Users can easily track SLA compliance, set and monitor SLA goals, receive timely alerts about possible violations, and generate detailed reports to assess performance and identify areas for improvement.

- Monitoring of SLA fulfillment by the target date

- SLA dashboard to track time and monitor SLA violations

- Data on current, met, and exceeded tasks in SLA reports with three types of charts

- Customize SLA targets with automation actionsKey Jira SLA metrics screenshot Feb 18.png

Smart Jira Forms:  Customers can submit requests through user-friendly forms, providing all necessary details. You can pre-fill specific fields with relevant information, like customer details or project specifics, reducing errors and saving valuable time. Additionally, conditional logic empowers you to tailor the form based on user responses and trigger SLA timers based on pre-defined conditions. Using Smart Jira Forms, organizations can optimize handling customer requests while ensuring that SLA commitments are met.

Setting SLAs for different conditions:

The system administrator or responsible user can set SLAs for different requests or tasks depending on the company's and its customers' needs. This includes setting maximum time limits for resolving issues or responding to requests.

The SLA setting can include parameters such as the time to respond to the first request, the maximum time to resolve a problem, the times when a request can be assigned to a resolution, and so on.

Tracking SLA goals:

Once the SLA is set, the system starts tracking the time processing each request or task.

It automatically records each request's start and end times and any interruptions or delays that may affect the deadlines.

Generate reports:

You can get data on current, completed, and overdue tasks in SLA reports by viewing the Dashboard and three types of charts (completed and overdue tasks and by performers, pie chart of statuses).

SLA Time and Report is a tool that helps you easily manage and track service level agreements (SLAs). It has a feature that automatically activates when a ticket is created if certain conditions are met.

One of the critical functionalities of SLA Time and Report is the ability to set SLA goals. This allows users to define specific response and resolution time goals based on their SLAs. These goals serve as benchmarks for measuring performance.

The tool also allows users to define different conditions that trigger SLA tracking. For example, you can specify different SLA conditions based on ticket type, priority, or category. This flexibility ensures that the appropriate SLA standards are applied to each ticket.

SLA Time and Report does an excellent job of tracking the time it takes to resolve an issue. It automatically starts tracking the time when a ticket is created and continues to track it until it is resolved. This includes the time spent in different stages of the ticket lifecycle, such as completion, waiting for customer response, or waiting on hold. Users can track this time and identify bottlenecks or potential SLA violations.

Smart Jira Forms empowers users to create and share dynamic forms within Jira. Here's what it offers:

  • User-friendly Drag-and-Drop Builder: Create forms with ease, adding various field types like text, date, dropdown, and more.
  • Conditional Logic: Make your forms adaptable by displaying questions based on previous user responses.
  • File Attachments: Allow users to attach relevant files like images or documents to their submissions.
  • Automated Issue Creation: Initiate Jira issue creation directly from form submissions and automatically populate issue fields with the provided answers.
  • Data Export: Export form responses to an Excel spreadsheet (XLSX) for further analysis.

Destination Issue Fields Feature:

This feature allows you to pre-define specific "Destination Issue Fields" within the form. When a form is submitted, the corresponding data from the form elements automatically populates the chosen fields in the newly created Jira issue, streamlining data transfer and minimizing manual entry.

Smart Jira Forms and SLA Time and Report: A Seamless Integration:

Automatic SLA Activation: Upon ticket creation, SLA Time and Report automatically activates when specific conditions within the Smart Jira Form are met. 

Benefits of the Combined Approach:

  • Enhanced Flexibility and Customization: Tailor SLAs to your specific business needs with ease using conditional logic in forms.
  • Cost-Effectiveness: Enjoy cost-efficient SLA management compared to JSM.
  • Improved Customer Satisfaction: Ensure consistent SLA adherence and timely issue resolution through automated workflows.
  • Streamlined Workflows: Automate SLA initiation, data collection, and issue creation.
  • Data-Driven Decision Making: Gain valuable insights with comprehensive reports and easily analyze form submissions.

This powerful combination caters to diverse needs. For instance:

IT Helpdesks: Capture service requests through forms, automatically trigger SLAs based on urgency, and track resolution times for accurate reporting

This dynamic duo empowers you to simplify data collection, automate SLA initiation, gain valuable performance insights, and ultimately deliver exceptional customer service. 



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