Community resources
Community resources
Community resources
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- Tag: sla
Tag: "sla"
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...hat ticket looks "stuck," and the SLA has been "bleeding red" for hours. Sound familiar? The Global Remote era: When "Business Hours" become relative Today, the Full Remote format has become the s...
- App Central
- Article
- jira
- sla
- timezone
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...sed it, TicketBook - Service Time and Contract Management for Jira is an app that lets you manage service contracts directly inside JSM. Define Contracts: Set limits using ticket counts, hours, or SLA...
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...our stakeholders are hovering, waiting for the final KPI reports. Don’t let your SLAs turn into burnt Christmas cookies! Here is your Manager’s Christmas Rescue Plan using SLA Time and Report to e...
- App Central
- Article
- breach
- report
- sla
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In the world of technical support, there is a dangerous illusion: if you have configured SLA rules in Jira, your service is under control. In reality, configuration is only 20% of success. The r...
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...o the management of critical Service Level Agreements (SLAs)? SLAs are the foundation of service delivery. They are strict, structured, and leave no room for error. Rovo, conversely, is flexible, c...
- App Central
- Discussion
- rovo
- sla
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Let's be honest: if you work with Jira Service Management (or any other powerful system), you will inevitably face an SLA breach. This is not a sign of weakness, but rather a natural consequence of a...
- App Central
- Article
- alert
- breach
- jira
- sla
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...olution: Service Level Agreements (SLAs). These are countdown timers you attach to specific ticket types. Time to First Response: Promise your employees you will at least acknowledge their r...
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Beyond ITSM: Using SLAs to Control Work in Sales, Legal, and Ops Sales, Legal, and Operations teams are the engines of any modern business. When they run smoothly, deals close, compliance is m...
- App Central
- Article
- itsm
- jira
- sla
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From an Incident Management perspective, are there standard reports (dashboard gadgets, reports, etc), we should be reporting on from an ITIL/ITSM practice? Thanks.
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...ctionable strategies for measuring, analyzing, and significantly reducing their occurrence through better workflow design, automation, and intelligent SLA management. We will also briefly look at h...
- App Central
- Article
- jira
- reopen
- sla
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To be honest, most teams have “had SLAs” for a long time. But when it comes to actually measuring them – that’s when the surprises begin: … some SLAs only calculate correctly in “ideal c...
- App Central
- Article
- jira
- metrics
- sla
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...takeholders can’t see which stage the team is at. SLAs are breached: the clock is ticking, but the static playbook doesn’t tell Jira when to start or stop the timer. Our Goal: Transform your P...
- App Central
- Article
- jira
- sla
- team-playbook
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Global teams don’t work a perfect 9–5, and your SLAs shouldn’t either. Customize calendars to mirror your team’s real-world schedule, down to the hour. In the final article of our SLA best p...
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...uotas for service hours, ticket counts, and even SLA success rates. The rules are no longer in a PDF; they're an active part of the workflow. Tracking is Automatic As your team logs work, t...
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When scale becomes a challenge (and an SLA breaker) If you are operating on Jira Data Center, you already understand: speed, stability, and scalability are not just desired features–they are m...
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...The Main Thesis: A KPI on "invoice sent" ≠ a KPI on "client brought to purchase". We need a metric that evaluates communication discipline and speed of reaction. ✅ SLA as the New Sales K...
- App Central
- Article
- jira
- sla
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You don’t need a stack of add-ons to run consistent SLAs across many Jira Service Management (Cloud) projects. Native JSM gets you most of the way—if you set it up with intent and test as you go.&n...
- App Central
- Article
- jira-cloud
- jsm
- sla
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Does anyone have a foolproof way to get accurate date/times of first responses back to customers? We had always used the "Date of First Response", but that will store the first comment added to a tic...
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Im wondering if there is any possibility to track spent time on working with Playbooks? In my case a playbook would be a kind of OLA (organisation level agreement) for internal Teams ad wou...
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...bsp; So... how to automate this PMO monthly reporting? After establishing that a monthly report is a structured summary that captures key project activities, relevant dates, SLAs (depending on w...
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The clock is ticking: Why SLA Management matters Imagine this scenario: a client sends a critical request, and your team has only four hours to respond, according to the Service Level Agreement (SLA...
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Is possible to reset SLA back to zero using Automation? Is possible without using plugin?
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The calendar has changed, or a condition has been misconfigured, and boom, your SLA data is off now. Some Jira admins lose sleep over it, asking on Atlassian Community: “How do I recalculate my SLA...
- App Central
- Article
- jira-service-management
- jsm
- sla
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...slow erosion of customer satisfaction. We often treat Service Contract Management and Service Level Agreement (SLA) Management as two separate worlds, but they are not. For thousands of teams, J...
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Hello community, I’m trying to include the SLA duration in an Automation email template in Jira Service Management, but the smart value always renders empty. Here’s my current template: Dear c...
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