Common challenges in SLA: Challenge #2: Process Optimization

[#1]

Another Friday, another common SLA challenge!🎯

This time, we're focusing on: Process Optimization 📉

Here are three points worth considering we've identified during our research:

1. Not every issue follows the same path 🔀
That’s why a "one SLA fits all" approach rarely works in practice.

Instead, flexibility is key:

• Start SLA clocks when someone takes ownership

• Pause them when tickets move to another team for review

• Trigger changes based on statuses, select fields, assignees, comments, whatever reflects real work

2. Monitoring and task prioritization
I’ll keep it brief and let the quote stand on its own:

That’s why a simple yet highly effective solution, such as a time tracker, can be really helpful in evaluating service quality and organizing daily work.

3. JQL filtering ✍️
Having the data is only half the battle. We also need the ability to track and use it effectively.

Thanks to that, we're able to solve problems proactively ✔️

💡Of course, beyond just searching with JQL, it's equally useful to save those filters and incorporate them into dashboards for ongoing visibility and reporting:

💭 Such simple things, yet so essential in process optimization...

💁‍♀️Challenge #2 - completed ✅🎉