SLA "History"

[Jackie hardy]

Hello,

I have several SLAs defined for my project. If an SLA is currently tracking an agent and the agent sends the request back to the prior status the SLA is stopped. Once the agent in the prior status works on the request, they may send it back to a different agent in the next status. Here's my question, will Jira keep the information for both agents that worked on the request while the request is in the manager status? For example:

Request transitions from analyst to manager (Mgr SLA starts for currently assigned agent); Manager transitions the request back to analyst (Mgr SLA is stopped); Analyst transitions to Mgr but assigns the request to a different agent (Mgr SLA starts for newly assigned agent)

I was hoping to capture the SLA times for 2 different managers. Is this possible?

[Valeriia_Havrylenko_SaaSJet]

Hi @Jackie hardy 👋

If you want to keep an closer eye on your agents performance you can also try this two solutions:

Check the SLA Time and Report app and choose In Progress as the Start condition, and other statuses as the Pause condition. You can also view it on the ticket panel.

You can change the status of the ticket or reassign it to another person after the goal has expired:

Then, in another SLA configuration, configure the ticket to start when it is assigned to another user.

Add-on has a 30-days free trial and free up to 10 users.

Also you can check Time in Status. It shows time spent in each status separately. with add-on you can see how much time each issue spent on each status and on each assignee/group/team. All options can provide both calculated data tables and charts.

1. The usual Time in Status report. It shows you how long tasks were in each of the workflow statuses.

2. The Assignee time report will notify you of how much time each Assignee spent on each task.

3. With the Pivot table view, you can create a custom report. Group tasks and see how much time they spent in the status while they were assigned to a specific Assignee.

4. You can combine the time for multiple statuses to get metrics like Cycle Time, Lead Time, Resolution Time, etc. You can also calculate averages and sums of those durations grouped by the selected issue fields. 

Also you can save this configuration as a preset to easily access to data.

There is a 30-day trial for you, and if you need help, you can contact our support team or book a demo call. Both apps are developed by my team.

Hope it helps 😌

[Ivan Garcia _Appfire_]

Hi @Jackie hardy 

To capture the SLA times for different managers, I recommend trying our app Dashboard Hub Pro. This app provides highly visual Time in Status reports that can be customized by status, date, issue, and assignee, which would perfectly fit your need to track SLA times for multiple managers.

Additionally, it offers several features that can help you:

• Utilize several Jira Service Management (JSM) metrics that show insights on SLAs, helping you monitor and analyze your service performance.
• Leverage the integration with Time to SLA to enhance your SLA tracking and reporting capabilities.

• Combine your Time in Status reports with custom charts and metrics from 15+ product integrations, providing a comprehensive view of your data in one central location.
• Share your dashboards and reports externally with password-protected public links, making it easy to communicate SLA performance with stakeholders.
• Enhance your reports with nearly 100 gadgets, compatible with native Jira dashboards, allowing for even greater customization and visualization.
• Access data from multiple instances, both Cloud and Data Center, in the same dashboard, ensuring you have a complete view of your SLA metrics.

I hope it helps, please remember that you can try Dashboard Hub Pro free for 30 days :)

[Mehmet A _Bloompeak_]

Hi @Jackie hardy

You can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status.

Here is the online demo link, you can see it in action and try without installing the app. For your case, you can have a look at Time in Assignee report.

For further details, you can have a look at Status Time Reports How to Videos.

App Features:

• This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, resolution time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).

• You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
• Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
• You can set different duration formats.
• You can export reports in CSV file format and open them in MS Excel.
• You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
• You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

If you have any questions, feel free to schedule a demo with us.

Hope it helps.

[Gizem Gökçe _OBSS_]

Hello @Jackie hardy ,

In order to measure and track your agents performance I would recommend using a third-party app, as there is no built-in report in JIRA for this. My recommendation is Timepiece (formerly Time in Status) app, the oldest and leading Time in Status app in Atlassian Marketplace, which is built by my team at OBSS. It is available for both Jira Cloud, and Data Center. 

Timepiece mainly allows you to see how much time each issue spent on each status and on each assignee/group/team. Timepiece offers Assignee Duration per Status report  which shows how much time each assignee spent on each Status. 

   For this report, if you need you can also combine the time for multiple statuses to obtain metrics according to your specifications, such as Cycle Time, Lead Time, Resolve Time etc. Also, you can calculate averages and sums of those durations grouped by the issue fields you select. All these options can provide both calculated data tables and charts. 

The application also offers custom calendar support. Calendars can be configured based on your working hours, excluding holidays and non-working hours (even lunch breaks) from the calculation. Timepiece reports can be generated based on your custom calendars. 

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well. Timepiece reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. Using the Timepiece Dashboard gadget, you can set up a report and send it to managers so they can track their team's performance through their Jira dashboard.

Visit Timepiece (formerly Time in Status) to explore and enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

[Jackie hardy]

We are really just interested in the data as we plan to use Tableau to create the reports and dashboards. However, I will still check out your suggested application and thank you for responding.

[Gizem Gökçe _OBSS_]

You are welcome!

Timepiece also has a very capable REST API. This means you can get the data via REST and import the result to an external reporting tool.

Have a nice day!

[Jackie hardy]

Hello, I have downloaded the trial version and have a question. Who can I contact?

[Kris Dewachter]

Hi @Jackie hardy ,

Once an SLA timer is stopped, it's not possible to track a second one. If the conditions are met, the SLA timer will reset and start again from the beginning.

SLA's are not meant to track performance of individual agents, but to track the service to the customer. The customer doesn't care if his/her ticket is handled by Agent X or Y.

There are however some AddOns in the Atlassian Marketplace that offer extended SLA functionality. Maybe one of them can help in your case.

Best regards,

Kris

[Jackie hardy]

Hello Kris and thank you. We are using the SLAs to ensure the agents are servicing our customers as agreed. I hear you but we also need to know who is servicing the customer. When we create our filter export from Jira via excel, we only see the last agent who worked on the request in the manager status. It would be nice if we were able to see all agents who worked on the request if for any reason the request had to be assigned back to a prior status. Assuming from your comment this cannot be done.

[Kris Dewachter]

@Jackie hardy ,

You can always see the last assignee in the history of the ticket.

And you could also create a custom field to store the history of assignee's.

Best regards,

Kris