Requirements for SLA tracking

[Amritraj_Panda]

Currently we have added 3 Plugins which gives different data for us in order to track the SLA, but the data that comes from these plugins does not actually fulfill our requirements:

• SLA time reports – We need to specify the start status and end status which will start the timer once the start status is reached. In this way we do not have control as the user can select different status throughout the lifetime of the ticket.
• Time in Status – This plugin gives the time that the incident was in that specific status on the whole. In this way we cannot track the time in a specific status was actually with specific team or individual.
• Time between Status – This is just a time which simply notifies us once the specified time is breached and a comment is made on the incident. This does not serve any purpose for our requirement currently.

Kindly suggest alternatives to those plugins that can better fulfill our aforementioned requirements.

[Zoryana Bohutska _SaaSJet_]

Dear @Amritraj_Panda 

I understand that there can be difficulties with the usage of apps for the first time, so I will try to help you understand the functionality of the applications here.

SLA Time and Report - lets you specify your SLA Start/Stop/Pause conditions not only on Statuses but also on Priority, Approvers, Attachment, Components, Description, Labels, Linked Issues, Organizations, Reporter, Request participants, Assignee, Due date, Issue Type, Product Summary. You can read more at the documentation.

Time in Status for Jira Cloud - can show you not only data about time in status on the whole. But you can specify issue list by project, filter, report, label, sprint, and assignee. So when you select issue list on the assignee filter, you will see time in statuses for each issue assigned on the user you selected.Also, you can select the column manager at the Assignee time report and set user groups to view time in statuses for different teams.

Add-on Time between Statuses created to measure transition time status to status in your project workflow. And its notifications are using to inform users about issues with overdue time limits.

Hope it will help you 

If you will need more information, I'm always happy to help you!

zoryana@saasjet.com

Best Regards

[Zoryana Bohutska _SaaSJet_]

Hi @Amritraj_Panda 

For tracking time to SLA, can be enough SLA Time and Report.

Our Customer Success team will be happy to help you, please contact us at support@saasjet.com

Best Regards

Zoryana