SLA Add on

[Mario Nikolov]

Hello community,

I want to set SLA time to resolve and SLA time to first response and the case is this.

My company has more than 300+ service desk projects. Setting the SLA in all of them with the fact that I should use from 5 different holiday calendars is too much manual work now and it will increase in the time and each new year to edit the holidays in each project. Can you advise me to how more globaly set those SLA's. I am searching for a week different apps to help but the case hear is that I don't want only to set the SLA but those sla's can have kind of a field or in some way I can make filters and SLA to appear in the column section in the filters so I can export a file with columns info including the SLA.

Thank you in advance

Mario

[Sebastian Krzewiński]

Hi @Mario Nikolov 

Below apps that I used in the past to have SLA:

- https://marketplace.atlassian.com/apps/1211843/time-to-sla?hosting=cloud&tab=overview

- https://marketplace.atlassian.com/apps/1215330/sla-powerbox-on-time-service-delivery?hosting=cloud&tab=overview

IMO those are the best and I was very happy about them.

Regards,

Seba

[Mario Nikolov]

Thank you for the answer Sebastian. Can the information from those apps be displayed when I enter in the filters menu where the information from different fields like issue type, description and so on and to export the information or filter by it?

[Sebastian Krzewiński]

Hi!

It is possible. Reporting in Time to SLA: https://appfire.atlassian.net/wiki/spaces/TTSC/pages/35946564/SLA+Reports+Overview

Unfortunately, I didn't find any docs from SLA Powerbox to send it to you.

[Jakub Kochańczyk]

Hi @Mario Nikolov 

My name is Jakub and I'm from Almarise - vendor of SLA PowerBox.

please find docs on Reporting in SLA PowerBox
You can get SLA Based Reports as Dashboard Gadgets
https://wiki.almarise.com/display/SP/SLA+Gadgets

or as Project Reports
https://wiki.almarise.com/display/SP/Project+Reports

or create your own reports based on JQL

https://wiki.almarise.com/display/SP/JQL+Searching

We can schedule a Demo Session where I can address your questions :)

Please get in touch with us via our support portal for that:https://jira.almarise.com/plugins/servlet/desk/portal/8

[Kateryna_v_SaaSJet_]

Hi @Mario Nikolov 

If your question is still relevant, you can use SLA Time and Report for Jira add-on (developed by my team).

There are two helpful articles for a support team based on actual use cases: 
How to configure SLA Time for the Support team in Jira Cloud
SLA configurations for different Time zones with Custom Fields in Jira Cloud

You can create as many Calendars and SLAs as needed and set custom fields SLA Start conditions. The Reports will be of two types: Charts or Grid-Table view, where you can export the desired columns.

 

With a 30-day trial, you can try it yourself or book an individual demo call where our manager will help you set everything up.

Best regards,

Kateryna Vyshnevetska

Product Marketing Manager at SaaSJet

[Danut M [StonikByte]]

Hi @Mario Nikolov,

Have a look also over this article from our blog: 

An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. It gives you more charts, metrics and KPIs. 

All of these these (excepting one) are gadgets offered by our Great Gadgets app.

More specifically, for measuring the SLA, you have these charts:

Control Chart - this displays the issue by their SLA (defined as time between workflow states, configurable in gadget settings). You have the option to set a threshold, so that the chart can highlight the issues that breached the SLA.

Histogram Chart - display the issues by their SLA, showing how many breached the SLA

Trend Chart - to see how the SLA evolves over time

These gadgets offer also a Data tab with a SLA report that you can easily export in CSV.

 Hope this helps. 

Danut.