Service Level Agreement (SLA) helps you to measure the level of service performance of your team, and also provides insights on where improvements can be made.
In this recipe, we will set up a new SLA metric for our service desk, where we will measure the amount of time it takes for the team to solve customer requests, but we will not count the amount of time spent waiting for additional information from customers.
Perform the following steps to set up SLAs:
- Browse to the service desk you want to set up SLAs for.
- Click on the Project administration option on the lower-left corner of the screen.
- Select the SLAs option from the panel on the left.
- Click on the New Metric option.
- Enter a new name for the new SLA.
Before you can create the new SLA metric by clicking on the Create button, we will first need to define how time will be measured:
- Select the Issue Created option from the Start column.
- Select the Status: Waiting for customer option from the Pause on column.
- Select the Entered Status: Resolved option from the Stop column.
After we have configured our time-counting rules, we need to set our SLA goals so that we can measure the team's performance:
- Enter
priority = Highin the Issue (JQL) text field. - Set the Goal to
12h, which is 12 hours. - Select the Sample 9-5 Calendar, and click on the Add button.
You can repeat these preceding three steps to add more goals, and once you are ready, click on the Create button to create the new SLA metric.
JIRA Service Desk's SLA is composed of two parts: how time is to be calculated, and the goal to achieve under a given criteria. The goal setting part is quite straightforward:
- A JQL query to define the rule, for example,
priority = Highmeans all requests within the project with priority set to High will have this SLA goal - The goal to achieve, specified in time, like 8h, means the goal for this SLA is 8 hours
- The calendar to use defines the time and day when calculating if the SLA goal has been met
The actual SLA calculation part is slightly more complex. When calculating SLA, we need to define the following:
- When to start counting: This is defined in the Start column. In our recipe, we have selected the Issue Created option, which means that SLA will start counting as soon as a customer has created a request.
- When to stop counting: This is defined in the Stop column. In our recipe, we have selected the Entered Status: Resolved option, which means that as soon as an agent puts the request into the Resolved workflow status, SLA will stop counting.
- When to pause counting: This is optional, and is defined in the Pause on column. In our recipe, we have selected the Status: Waiting for customer option, so once an agent has requested additional information from the customer, SLA will be paused. Once the customer has provided the requested information, SLA will resume counting again.