Monitoring bug resolution times in order to meet the company's SLA goals

[Dean Kadar]

Hi community,

As part of adding dashboard graphs and monitoring to one of my organization teams,

I want to track and raise flags appropriately about bugs from the time they were created until the time they are resolved. The main goal is to meet the organization's SLA in front of customers.

For example, let's say our bugs diving into 3 severity groups:

1. Low priority - should be done by 3 weeks.

2. Medium priority - should be done by 2 weeks.

3. High priority - should be done by 1 week.

My expectation is to see in a visual way (graph or some chart) when each bug was created and what is the remaining time to solve it by his required time (according to his severity).

In addition. it will be nice to have a raising-red-flag when a specific bug approach 80% of its required time frame.

Of course, I'd rather get free solutions over paid ones.

Appreciate your help.

Thanks,

Dean

[Dean Kadar]

thank u all guys!

[Olha Onofriichuk_SaaSJet]

Hi, @Dean Kadar 

Welcome to the community! I would recommend you to install an SLA plugin that can do this. One of them is SLA Time and Report for Jira add-on. There you can do what you described in your question.

And if you want to be notified about a specific bug approach 80% of its required time frame, you can set a few time goals to get the reminders whenever you'd like to.

Let me show you how it works:

Just create a new SLA Configuration with the Time limit based SLA goal type:

Configure your SLA according to your requirements and necessary conditions. Set time goals.

For example, the bug resolution time is supposed to be 10 hours, so the goal #1 will be 10h, and you can set up the automated action you'd like to happen after this time comes. 

Also, you'd like to get a notification 20% before the deadline (which is 8h in our case). So, just define the second time goal with 8h and choose "Notify user in comment" action (and a person or a group of users who will get the notification about the upcoming deadline):

And here are the automated actions you can set up in SLA Time and Report for Jira add-on:

And you can monitor the time of bug resolution and your team effectiveness on the Grid table or other types of reports to see which tasks are going to be/were completed on time and which ones didn't meet the deadlines:

Hope you'll find it helpful!

And if you need any help with settings or want to explore the functionality of the add-on more, 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.

Regards,
Olha

[Ravi Sagar _Sparxsys_]

Hi @Dean Kadar 

You can use Jira Service Management in that case, it comes with SLAs. Other solutions could be to use ScriptRunner to create a scripted field or use an app like eazyBI to create a bug report showing the time it takes to resolves vs expected time for various priorities. You would need to create a custom MDX measure to do that.

There might be other apps but the best approach would be to use JSM and native SLA feature.

Ravi