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.

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