SLA Accomplishment

Overview

Service management teams work on organizations' service level agreements (SLAs) basis, and means to easily spot SLAs breaches are required. We already saw gadgets for the two most common SLA metrics: Time to Resolution and Time to First Response, but different teams have different SLA metrics.

This gadget displays the average time of a given SLA over a period of time. It highlights the breached (and met) percentage of those requests over the selected period of time. Hover the graph series line to see the average time for all issues for each day.

Open

Configuration

Name your gadget meaningfully, so everyone knows at a glance what it is about and when to use it. Fill out the rest of the fields as applicable, namely:

• The datasource, where Current indicates the Jira Service Management instance where the app is installed.

• Data based on either

  • The JQL (Jira Query Language) query or filter to filter the list of issues (see the JQL documentation). For example, to list all the issues of the project Teams in Space use the clause project = "TIS”. Remember that the gadget returns dynamically the query results, which are not fixed and could change over time.

  • Or the projects and queues where the data comes from, remember that SLAs can be found in Service Desk projects.

• Select priorities, to filter the request data you want to see.

• Customize the color for issues for the selected priorities and for the rest.

• The period of time you want to display in the time series of the graph.

• The SLA to display the data from.

• Finally, indicate if you want to use the current settings for all the compatible gadgets in the dashboard. This option eases the pain of configuring one by one the rest of the gadgets with the same default configuration

Integrations

We are working on our growing catalog of Dashboard Gadgets: KPIs and Metrics and Dashboard Integrations: Supported Products, but contact us you want us to expedite a specific one, visit our Help Center.

Dashboards

This gadget appears in the following dashboard: IT Service Management Team template.

See also