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The Atlassian Community can help you and your team get more value out of Atlassian products and practices.
Each team has its peculiarities and work approach. That is why it is important to have flexible tools to measure and monitor these processes effectively. We have added the new functionality to the SLA Time and Report application, which helps to be even more flexible in setting up and monitoring SLA.
Report Charts View
When you need to analyze lots of data, graphs become the most convenient method. They allow you to deal with them quickly and make effective decisions.
That is why we have added the ability to monitor report data in the graphs view in the new version of the application SLA Time and Report. There are two types:
SLA Met or Exceeded issues gives you the ability to track the dynamics of tasks that have been closed in time, and those with the breached or exceeded SLA. On the graph, you can turn on/off the various SLA configs. This feature will help you to understand what goals have been met and breached.
SLA status Pie Chart shows you an overall picture of how many tasks are in progress, overdue, and closed on time for a particular SLA config. We have added this feature based on our customers' requests. Now they can get a count of resolved tickets, and within or outside time to SLA.
New condition for SLA timer
Our clients and Atlassian Community users have asked about additional SLA configuration options, to make the settings even handier.
One of the most popular requests is to measure the time to first response (comment). So now SLA Time and Report allows you to set comments as SLA timer triggers.
Condition based on any сomment allows you to select comment as start and stop conditions for the timer. There are the following options to choose from:
This way, you can choose whose comment will be identified as a trigger to starting, pausing, or stopping the timer.
Based on any days before or after the particular date — this condition allows you to select flexible time parameters for the SLA condition. So you can choose the number of days before or after any date from the issue field (due/end date, created/updated/resolved date, etc.).
We hope that all these SLA Time and Report changes will help you to configure your SLAs and achieve better team performance.
If you have any requests for more functionality, write to us at email@example.com
Are you interested in what we have prepared for future releases? One of the next features will be the ability to share SLA Charts in third-party tools (such as Klipfolio, etc.). This way you can move data from the application to other tools.
Zoryana Bohutska _SaaSJet_
Customer Success Manager at SaaSJet
51 accepted answers