3 answers
Hi @Akash !
Managing SLAs effectively in JSM requires proper setup, configuration, and ongoing monitoring. Here are some practical tips to optimize your SLA tracking:
1. Define clear goals for SLAs:
- Identify your KPIs that align with your business objectives.
- Ensure SLAs reflect customer expectations and internal team capabilities.
2. Configure SLA calendars correctly:
- Use SLA calendars in JSM to account for working hours, holidays, and non-business days. This ensures accurate SLA calculations.
3. Leverage custom SLA metrics:
- Define multiple SLA metrics for different priorities (e.g., "Time to First Response" for high-priority issues vs. low-priority issues).
- Use conditions like issue type, priority, or request type to apply tailored SLA goals.
4. Monitor and Report SLAs:
- Regularly review SLA reports in JSM to identify trends or bottlenecks.
- Use dashboards to visualize SLA breaches and successes.
5. Automate SLA Notifications:
- Set up automation rules to notify assignees when an SLA is about to breach. This ensures proactive responses.
Also, you may try the SLA Time and Report for Jira add-on, which my team developed.
What our app offers:
- Advanced SLA reports: filter by assignees, organizations, priorities, and other Jira and custom fields to get actionable insights.
- Flexible SLA configuration: easily track SLAs for custom fields, user groups, or workflows beyond what JSM allows.
- Visualization tools: see both success and breach trends with clear visual indicators.
- Automation support: trigger specific actions when SLAs breach or approach deadlines.
Our app enhances Jira’s SLA functionality, making it easier for teams to stay on top of service commitments while offering the depth and flexibility many organizations need.
If you have any questions about using SLAs or configuring the add-on, feel free to reach out! 😊
Hello @Akash
Welcome to the community
Unfortunately, Jira's own SLA counters do not work backward. Whenever an SLA is enabled, it starts calculating for issues that are within the SLA counter limits at that time. It does not calculate for issues whose SLA definition endpoint has been reached. To see historical SLA breaches, you must extract data from the Issue History. You will find it much easier to use a third-party application to do this.
Timepiece -Time in status for Jira,the oldest and leading "Time in Status" app in Atlassian Marketplace, which is developed by my team at OBSS, has a report type that will meet your need. Our app is available for both Jira Cloud, and Data Center.
In Status Duration report you can combine the time for multiple statuses to get metrics like Response Time (Time to first response), Resolution Time(Time to Resolution), Issue Age, Cycle Time, Lead Time etc.
As an alternative approach, Timepiece also has Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses. (Please see the screenshots below for both of the reports)
For all numeric report types, you can calculate averages and sums of those durations grouped by the issue fields you select. For example total in-progress time per customer or average resolution time per sprint, week, month, issue type, request type, etc. The ability to group by parts of dates (year, month, week, day, hour) or sprints is particularly useful here since it allows you to compare different time periods or see the trend.
The app calculates its reports using Jira issue histories, so when you install it, you don't need to add anything to your issue workflows and you can get reports on your past issues.
Hope it helps,
Ayça
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