How to Implement SLAs and Metrics in JIRA Service Desk - Lucas Dussurget
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The document discusses the implementation of Service Level Agreements (SLAs) and metrics in Jira Service Desk, highlighting common challenges IT managers face, such as complexity in calculations and inflexibility in reporting. It provides practical guidelines for adequately defining SLAs based on ticket priority and customer value, emphasizing the importance of using clear naming conventions and appropriate calendar settings. Additionally, it offers examples of setting automatic notifications and escalations when SLAs are breached.
How to Implement SLAs and Metrics in JIRA Service Desk - Lucas Dussurget
- 1. #atlassian
- 2. How to implement SLAs and metrics in JIRA Service Desk Lucas Dussurget • Director • Valiantys • @ValiantysEN
- 3. Why IT managers don’t like SLAs: • Need to calculate everything in Excel • Can’t change them my self • Is not helping me improve • No flexibility in reports
- 4. What’s an SLA in JIRA Service Desk ?
- 5. Let’s get started and build some SLAs
- 6. An international development charity: “How I can set a resolution SLA that won’t run when I’m waiting for my customer?”
- 8. DO N’T D O Use clear naming conventions Pause time when it’s necessary Use only one SLA and make it too complex
- 9. One of the largest British newspapers company: “How I can define different goals depending on ticket priority?”
- 11. DO N’T D O Create specific goals depending on your field values Create more than 10 different goals
- 12. One of the top UK insurance firms: “How can I have my SLA running 24/7 if the ticket is a P1 but not if it’s a lower priority?”
- 14. DO N’T D O Use calendars to support teams indifferent locations Don’t forget to add your team’s public holidays
- 15. “What else can I do with SLAs in JIRA ?”
- 16. Add-on combinations “How can I send an email to the IT manager automatically if the SLA is breached ?” “I want the on-duty engineer to receive a text if a P1 ticket is created.” “How can I automatically escalate the issue to the team leader if the SLA is breached ?”
- 17. Specific Use–case I want to have a standard 8h SLA With a 9-5pm Monday to Friday calendar So my SLA is suspended on the Weekend Except … If a ticket is raised by one of my Gold Customers Between 4 and 5pm on Friday Then it should keep running on Saturday But if it’s raised after 5pm, the SLA should be suspended till Monday.
- 18. How we did it Set a standard resolution time SLA Create two calendars, one 9-5 Monday to Friday and another 9-5 Monday to Saturday Goals are set to be running with my first calendar by default Using the Automation plugin, a hidden custom field is updated to mark if the ticket was raised on a Friday between 4 and 5pm Add a new goal which will only be applied if the customer is a Gold Customer and if the value of the hidden field is set to Yes Mark this goal as using the Monday to Saturday calendar
- 19. In brief Create simple SLAs Stop SLA when needed Set different goals with criteria Create different calendars Extend SLAs with add-ons
- 20. Thank you! Questions: visit us at booth G5 Lucas Dussurget • Director • Valiantys • @ValiantysEN