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Automation for SLAs: Jira Service Management VS other tools

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We can often meet many questions regarding Automation for issues with SLA timers. One of them is the possibility of sending notifications in Jira Service Management.

Why do people need this function so much? Because the level of customer satisfaction is often decisive for the level of growth of our business. SLAs allow you to fix the terms of service that customers expect and what the performing company can offer.

In order for customers to never feel disappointed with the level of service, it is important to adhere to and even better exceed the agreed SLA conditions. And adherence to SLA time is especially important in our time. Customers do not like to wait and the sooner the task is completed – the more likely they are satisfied.

And here escalations on exceeded issues help to manage the work process and customer satisfaction. There are different types of escalations: notifications to assignees or reporters, automated actions to move the ticket to special status or change priority or assignee, etc.

So if you need to pay attention to some issues or remind about them, different kinds of reminders come to the rescue.

How to automate SLA escalations in Jira Service Management?

Jira Service Management is the most popular tool in Jira to set up SLAs. It allows setting an SLA timer for tickets from the support project (from the JSM support portal). But unfortunately, this service doesn't offer an opportunity to automate actions for overdue tickets. The only solution in this case is to set Jira Automation.  

If you have a technical person (or someone who has good experience in setting up automation) on your team, you are very lucky! Because this tool is not really easy and requires certain skills and patience in setting up.

We have found some materials that could help you set up such actions as:

If these settings seem to be complicated, if they don’t work or you would like to configure SLAs for other types of projects (Jira Core, Jira Software), then you should consider other alternative solutions.

Other tools to set SLA and automate actions

Atlassian Marketplace is a place where you can find additional tools for special opportunities that your business needs, but are not provided by Jira itself. You can try SLA Time and Report, Time to SLA, Time in Status, or find more tools on Atlassian Marketplace.

One of the solutions that will allow you to expand the capabilities and settings, track SLAs and escalation for overdue tasks is SLA Time and Report

The SLA Time and Report application allows you to configure a number of automated actions for tasks that have exceeded the planned goals according to the SLA. Here they are:

  • Notification in comments,
  • Change the assignee to,
  • Change the priority to,
  • Change the Issue status to.

The advantage of this add-on for Jira is that the process of setting up these automated actions is very simple and neither requires much effort nor takes much time. Even employees with non-technical background can handle it!

In addition, this add-on allows you to configure SLAs timers with these automated actions for all types of Jira projects: Jira Service Management, Jira Software, Jira Core. It means that with one tool you can configure the SLA for all levels of support.

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In case you need to send notifications about the exceeded issues, in SLA Time and Report you can notify not only one user (individual) but also a group of users.

roups of users.jpg

Note: SLA Time and Report add-on allows setting up SLAs not only for support projects but for different projects in Jira (Core), Jira Software, Jira Service Management.

Takeaway

If you want to set automated actions for your SLA, you can use Jira Service Management Automation. But if this seems to be complicated, and you want to go to drink a cup of coffee instead of spending time dealing with the settings, try additional plugins. For example, SLA Time and Report for Jira add-on. Hope this one will be easier to work with and will save your time and efforts.

2 comments

Thank you for the article!

Like # people like this

@Alexander Bondarev I'm glad to share some useful information with other community members!

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