In the realm of IT operations, effective incident management is crucial for maintaining a high level of service delivery. When incidents occur, every second counts, and minimizing the time it takes to resolve issues is of utmost importance. To achieve this, IT teams need to understand and manage key metrics like Time to Acknowledge (TTA), Time to Escalate (TTE), and Time to Resolve (TTR).
This article delves into how Jira Cloud, combined with SLA Time and Report, can streamline service delivery and enhance incident management processes.
Before we dive into the technical aspects of using Jira Cloud and SLA Time and Report, let's briefly understand the significance of Time to Acknowledge (TTA), Time to Escalate (TTE), and Time to Resolve (TTR):
We will share one of our real cases using the SLA Time and Report add-on, but this logic can also be used for the built-in Jira functionality.
Suppose a company has many teams for which TTA, TTE, TTR need to be monitored. To comply with SLAs, it is necessary to increase the issue's priority if the deadlines are exceeded and start other countdowns according to the new priority of the issue.
Since the add-on has an unlimited number of creation of SLA configurations and automation, for this case, you can create a chain of changes for all SLAs.
Schematically, it will look like this:
SLA 1 → SLA 2 (started by Priority change)
For example, the conditions for SLA 1:
SLA start = issue in Open status
SLA stop = Resolved
Exceeded Action = Change priority = Critical
And for SLA 2:
SLA start = Critical priority
SLA stop = Resolved
You can add more conditions or automation, conditions, and other SLA configurations if needed.
Streamlining service delivery in IT operations requires a proactive approach to incident management, especially when you have to control a lot of metrics, such as TTA, TTE, TTR. By leveraging Jira Cloud and incorporating SLA Time and Report, IT teams can effectively manage incidents, minimize downtime, and enhance user satisfaction.
If you want to try the app, I suggest you don't wait and take advantage of the 30-day trial period to test it out.
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