Welcome!

The description below will help you to learn more about all the SLA Time and Report features.

We've prepared this short video to help you understand how everything works in SLA Time and Report and how to set up your first SLA!

1. Go to the installed add-on

First of all, find the installed “SLA Time and Report” add-on below the Apps menu item in the Jira settings. Click to open the add-on.

2. Getting Started page

If you open the “SLA Time and Report” add-on for the first time, you will see a page with a simplified setup of your first SLA configuration. There are five required fields to fill in, and the Steps progress bar is below.

You can scroll the page by clicking the “Show more information” button. Here are many valuable materials for your easy start: use cases, documentation, and video guides.

By clicking on the “Show less Information” button, you will return to the previous page.
After filling in all the fields, click the “Save & Go to report” button.

After clicking the “Save & Go to report” button, you will get the SLA report.

If you require other issues in the report, change the filter conditions or go to the SLA Manager page.

3. SLA Configurations

Go to the SLA Manager to create a new SLA timer.

If you need some instructions or tips on how to set up SLA, you can follow the instructions from our Step by step Product tour to understand how to work with SLA Time and Report. You can open it yourself in the side menu.

Our wizard will help you to set up an SLA step by step. To use this option, firstly click “SLA Manager” and afterward click the “Setup Wizard” button.

Follow the steps shown by our Wizard to create your SLA.

Or just click the “+Add new” button to start the creation of a new SLA configuration.

Select what type of SLA Goal you want to use for the new SLA config. It can be based on a time limit or a negotiated date (read more here).

Then you can configure other parameters for the new SLA config:

1. Name

2. Project

3. Calendar

4. Start/Pause/Stop conditions

5. SLA Reset

6. Multi-Cycle option

7. SLA Goals settings with automated actions

At Start/Stop/Pause conditions, you can choose standard and custom issue fields, which are used by your team for each project.

Further, you can add conditions for SLA Reset and select the Multi-Cycle option to get the cumulative sum of all cycles' duration between origin and end statuses. 

At the SLA goals setting menu you can specify SLA goals (time limit or negotiated date) and choose the Automate action for exceeded issues:

• notification

• changing reporter

• changing priority

• changing status

You can choose an option to notify users separately or/and a group of users in comments about exceeded issues. If you have many users, use the Search field.

After setting, you need to save all configurations.

Also, on the left side menu, you can see a list of SLAs and Work schedules, configured before. You can add the new ones, copy or delete them. Read more about setting the Work schedules here.

4. Report generation

For reporting, you can filter a list of issues based on which you’ll get SLA data analysis. You can filter by such options:

1. Project, Assignee, JQL, Filter, Label, Reporter, Sprint;

2. SLA Config;

3. Status of SLA Timer: In progress, On Pause, etc.

Filtering by Date range is available too.

5. SLA Time Reports

Table View

According to the settings configured before, you will get ready SLA time report. You can change it at any time.

Also, you can see % of completion SLA to the target date, just click the SLA timer to see full details of your SLA.

Chart View

You can also monitor SLA status data of Met/Exceeded and In progress issues in 3 Graph views.

Track SLA on Issue Tab

You can view time to SLA at each issue panel - just click the “Open SLA Time and Report” button.

6. Data Export

Export SLA data as XLSX or CSV files and analyze it using such tools as Excel or Google Spreadsheets.

Support

If you need any help or have questions, please contact us through SaaSJet Support or via email support@saasjet.atlassian.net