SLA Report by Field

Overview

Track SLA performance based on selected fields, so you can understand the impact of SLAs across various criteria. In service management, different fields can significantly impact SLA adherence, extract insights to ensure customer satisfaction.

This gadget displays the average time of SLA and percentage of SLA Met, by a dimension indicated in the selected field. For example, for a field called “Customer”, we could display two different SLAs for each of our customers.

The gadget also displays the Total Resolutions for each value of the selected field.

Open

SLA by request type

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 This Jira instance 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.

• The Field to report on, it can be any Jira field or custom field.

• The First and Second SLA, to display the SLAs to be retrieved.

• The period of time to retrieve 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