Unable to determine the accurate number of SLA breaches for ticketing

[Devansh Prasad]

Hi, 

I've designed a dashboard to monitor JIRA tickets failing to meet our organization's first response time SLA of 6 hours. However, the dashboard's data is unreliable because it includes tickets assigned outside an individual's working hours or during their Out-Of-Office periods. Is there a method to pause the SLA timer when someone logs out for the day and resume it when they begin work the next day? Additionally, if an employee is marked Out-Of-Office, the ticket counter shouldn't initiate at all. How can we implement these changes?

Please look at the screenshot below:

In the above example, Julia Oliveira had 5 tickets flagged for breaching the SLA response time. However, it's worth noting that 3 of these tickets were assigned to her outside of her regular working hours. Given our global team's diverse time zones, it's crucial to ensure accurate reporting in these cases.

Thank you, 

Devansh

[Danut M _StonikByte_]

Hi @Devansh Prasad,

I'm afraid that it is not possible to consider the employee availability when SLA is calculated in Jira. But, from the customer's point of view, it does not matter if the person who handles a ticket is during on-hours, off-hours, weekend... etc For a customer the total time to resolve the problem is important, so the SLA calculation looks accurate to me, because it reflects the time from the customer's perspective.

See also this article on how to create a powerful dashboard for Jira Service management: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management. It gives you more charts, metrics and KPIs.

All of these these (excepting one) are gadgets offered by our Great Gadgets app.

More specifically, for identifying the tickets that breached the SLA, these two gadgets can be very useful. They both offer an option to exclude the weekends from the SLA calculation - so this might help. 

Control Chart - this displays the issue by their SLA (defined as time between workflow states, configurable in gadget settings). You have the option to set a threshold, so that the chart can highlight the issues that breached the SLA.

Histogram Chart - display the issues by their SLA, showing how many breached the SLA

 Hope this helps. 

Danut.

[Devansh Prasad]

Hi Danut, 

Thanks for your response however in JIRA, each of our tickets have 6 hours as the 'Time to first response' and this is the criteria we use to measure SLA adherence. We can't use 'Time to resolution' as there is no guarantee when an issue would be fixed (there could be bugs and it would take longer, awaiting customer response etc.). If I understood you correctly, a ticket assigned to an agent during the weekends when there are not working will always breach the SLA in this case as they could not respond within the first 6 hours? Is there no way to stop the counter? This seems illogical as this would never give us a true picture of the actual number of SLA breaches. 

Awaiting your response!

Devansh 

[Jaime Capitel _resolution_]

Hi @Devansh Prasad ,

I believe @Danut M _StonikByte_ is quite right. 

However, if your goal is to ensure that SLAs are not breached because of assignments to agents who are out of office, I suggest that you look into Out of Office apps in the marketplace. I'm the product owner for the leading app in this category, Out of Office Assistant -- but you may find other valid solutions for your use case in the Marketplace.

Specifically, for example, you can create rules so that issues who are assigned to a user who is out of office are rotated to the rest of the team if the SLA is close to expiration. Would that be interesting for your team?

[Devansh Prasad]

Hi Jamie, 

Thanks for your response however in JIRA, each of our tickets have 6 hours as the 'Time to first response' and this is the criteria we use to measure SLA adherence. We can't use 'Time to resolution' as there is no guarantee when an issue would be fixed (there could be bugs and it would take longer, awaiting customer response etc.). If I understood you correctly, a ticket assigned to an agent during the weekends when there are not working will always breach the SLA in this case as they could not respond within the first 6 hours? Is there no way to stop the counter? We have team members from the same geographical location and they have their federal holidays on the same day, what will happen in this case? Will the ticket assigned during this time always be breached? 

This seems illogical as this would never give us a true picture of the actual number of SLA breaches. 

Awaiting your response!

Devansh 

[Jaime Capitel _resolution_]

@Devansh Prasad I'm not an expert in SLAs, but as far as I know, they are always combined with your business hours.

Example: You have a 6 hours SLA for TFR and your business hours are Mo to Fri from 9:00 am to 5:00 pm.

A customer creates a ticket on Saturday, at 7:30 am.

Your SLA should start counting at 9:00 on Mo, and the TFR will be breached at 3:00 pm.

You should set this up in Jira, the combination of business calendar and SLAs is really important. You can start with Atlassian's documentation on SLA calendars.