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How to set alert when SLA success rate is below the target ?

Hey there,

I would like to receive an alert (any kind of notification) if the SLA success Rate of Time to Resolve SLA (considering 48 hours) is below 80%.

This number is avilable in the native (default) SLA success rate report.

I am not sure if its possible to get the number from API for example, but another idea is to get the the SLA data from a JQL result and calculate de success rate in a script for exemple, and trigget the notification.

Do you think is it possible using jira automations?

Any other idea ?

2 answers

Hi, @fbeck_br 

I would recommend you to try an SLA plugin for doing this. For example, SLA Time and Report for Jira add-on.

Just install this add-on, open it, and add a new SLA Configuration. Choose a time-limit based SLA goal type:

time limit based _.png

Choose a name of your configuration, project, calendar.

Select necessary conditions (for example, choose Start -> To Do and Stop -> Done or Resolved, you can choose the conditions you need, it's up to you).

Create two time goals, the first goal will be 48 hours, and the second - 80% of it, it's 48 - 10 = 38 hours. And choose "Notify user in comment" (and select a user or user group who will receive the notification). So that, you will get a notification 10 hours before the time of 48 hours.

settings _.png

Hope it helps. 

And if you need any help with settings or want to undestand better how this add-on works, let me know! SLA Time and Report for Jira add-on is created by my SaaSJet team, so we will be glad to help you with setting it up or conducting a demo call.

Have a great day!

Regards,
Olha

1 vote
Fabian Lim Community Leader Aug 18, 2022

Hi @fbeck_br

Out of the box you will not be able to complete this. However, you can use a combination of plugins to accomplish this. This example uses power scripts and eazybi.  Link: https://youtu.be/Y2OBPTpL-ew

Eazybi will calculate whether SLAs are met and then use powescritps to send an email with a certain conditions.

Good luck

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