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Streamlining Service Delivery: Managing TTA, TTE, and TTR in Jira Cloud

In the realm of IT operations, effective incident management is crucial for maintaining a high level of service delivery. When incidents occur, every second counts, and minimizing the time it takes to resolve issues is of utmost importance. To achieve this, IT teams need to understand and manage key metrics like Time to Acknowledge (TTA), Time to Escalate (TTE), and Time to Resolve (TTR).

This article delves into how Jira Cloud, combined with SLA Time and Report, can streamline service delivery and enhance incident management processes.

 TTA, TTE, TTR in Jira Cloud.png

Before we dive into the technical aspects of using Jira Cloud and SLA Time and Report, let's briefly understand the significance of Time to Acknowledge (TTA), Time to Escalate (TTE), and Time to Resolve (TTR): 

  • Time to Acknowledge (TTA): This metric measures the time taken from when an incident is reported to when the IT team acknowledges it. Acknowledging an incident promptly is essential to instill confidence in the users that their concerns are being attended to.
  • Time to Escalate (TTE): When an incident requires additional expertise or resources beyond the initial support team's capabilities, it must be escalated. TTE is the duration it takes to escalate an incident to the appropriate team or level of support.
  • Time to Resolve (TTR): Perhaps the most critical metric, TTR represents the time taken to resolve an incident and restore normal operations fully. Minimizing TTR is a top priority for IT teams to reduce downtime and enhance user satisfaction.

Now we understand these indicators' importance, but how can they be controlled in Jira?

We will share one of our real cases using the SLA Time and Report add-on, but this logic can also be used for the built-in Jira functionality.

Suppose a company has many teams for which TTA, TTE, TTR need to be monitored. To comply with SLAs, it is necessary to increase the issue's priority if the deadlines are exceeded and start other countdowns according to the new priority of the issue.

Since the add-on has an unlimited number of creation of SLA configurations and automation, for this case, you can create a chain of changes for all SLAs.

Schematically, it will look like this: 
SLA 1 → SLA 2 (started by Priority change)

SLA Time and Report two configurations.png

For example, the conditions for SLA 1:

SLA start = issue in Open status

SLA stop = Resolved

Exceeded Action = Change priority = Critical


And for SLA 2:

SLA start = Critical priority

SLA stop = Resolved


You can add more conditions or automation, conditions, and other SLA configurations if needed.


Streamlining service delivery in IT operations requires a proactive approach to incident management, especially when you have to control a lot of metrics, such as TTA, TTE, TTR. By leveraging Jira Cloud and incorporating SLA Time and Report, IT teams can effectively manage incidents, minimize downtime, and enhance user satisfaction. 

If you want to try the app, I suggest you don't wait and take advantage of the 30-day trial period to test it out.



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