In this session, we will share how to implement service level agreements (SLAs) and metrics within JIRA Service Desk. As one of Atlassian's Platinum Expert partners, he will also share feedback and best practices gained from multiple customer implementations.
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
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