Hi JIRA Friends,
I am looking at tracking the SLA in JIRA software, have any one set-up SLA or done any customised SLA tracking in JIRA software. Please share your expert advice.
Thanks & Regards
There is two custom field types in SLA PowerBox. One is SLA Metric which is used to calculate and display SLA Clock, the other one is SLA Date which have to be connected to one of existing SLA Metrics date and you can export deadline using it.
Add a field:
Use it as a normal Datetime field:
Thank you! This worked perfectly!
Apologies if this is not the right forum, please direct me to the right one if need be. I have made changes to the behaviours in SLA PowerBox. Some issues have already calculated their SLA's, how do you recalculate them to use the new behaviours?
It's ok to ask here, but normally questions to add-on vendors are asked thru their support system.
Simply answering your comment: new behaviours (actions) are taken into account when they are setup and there is no simple way to add SLA history with past date. All SLA states history is stored in the add-on database and SLA recalculation is based on previously executed and stored actions.
JIRA doesn't provide reliable audit history sufficient for advanced SLA recalculation (it's probably one of reasons why JIRA SD's SLA has no advanced features).
If you have any further questions or need deeper instructions please use the support system (http://coresoftlabs.atlassian.net)
You really need to find or write code to provide a half-way decent SLA in JIRA Software. I've done it a few times, but it took a lot of work, and needed things like the Script Runner to do the calculations for you. If you're doing it for running a helpdesk, the best answer is almost always going to be "get Service Desk"
Some of my customers have implemented a type of SLA reporting using plain JQL. Its not the SLA functionality you get in JIRA Service Desk but it serves a purpose and is enough for them.
Basically they have filters defined to show, for example, all high priority issues not updated in the last hour. They set up subscriptions to that filter and add the filter into dashboards so that people can view them.
It works for them. YMMV.
JQL is the JIRA Query Language. If you are not familiar with it then I suggest you read up on it here.
You can create a query that would look something like this
priority = blocker and status in (New, Open) and update < -30m
will give you all New or Open issues with the blocker priority that have not been updated in the last 30 minutes. Here your SLA might be that you have to respond to high priority issues within 60 minutes, and move them to another status such as Investigating. The above filter would show issues in danger of breaching that SLA.
Then you can save this query as a filter and share this with your team / managers etc. You have two options to make this visible. To trigger 'alerts' you can set up subscriptions on the filter and configure how often the filter is run to check for changes. Again you should read up in documents how to do this but it is quite easy.
Secondly you can add the filter to a gadget on the dashboard - like the Two Dimensional Filter Gadget or similar.
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