Hi,
we need to configure slack with jira to receive alerts for tickets that are close to exceeding the first response time (SLA).
Cant find this documentation.
For the same purpose, you can also explore an analytics tool that can alert you when tickets are close to exceeding the first response time SLA. The benefits of using an analytics tool are that you can monitor some advanced SLA metrics as well, which is otherwise not possible. In addition, these SLAs provide relatively greater customer satisfaction compared to basic metrics.
Here are a few of them:
We at OpsHub, have set up advanced metrics and have been using them extensively to monitor progress. We would be happy to share our learnings till now. Please reach out to us if you would like to set up a joint call.
Thanks,
Brad
Here is the documentation about Integration with Slack for SLA Time and Report for Jira add-on, but I think some of the steps definitely be the same for the Jira site, so check the points.
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