In this guest blog post, Romain Deguil of Valiantys talks about making Jira compliant with your company’s SLA. Valiantys is a Bronze sponsor at Atlassian Summit and will be demoing its solutions at the event.
Jira as a Service Desk
Using Jira as a Service Desk tool is a nice idea. Most of Valiantys’ clients want to do that. Jira has the strength to carry this off: creating issues and accounts by e-mail, custom notification schemes, linking issues, custom default dashboards… However it lacks one important element: there is no SLA management.
There are several ways to approach this. The free Jira Toolkit Plugin is a good starting point. It has two
1. You can display the Number of minutes, hours, days & weeks since the last comment on an issue.
2. You can display and search for the numbers of comments.
There is another free plugin called the Overdue Field Plugin which adds a custom field to Jira issues and calculates the number of days past due the issue is.
Lastly, Jamie Echlin has published a nice and easy way to highlight overdue issues (does not work with Jira 4.x).
You will also find a few Atlassian propositions here.
The idea of the VertygoSLA plugin is to give a solid starting framework for SLA management, with an ITIL point of view. Basically, it’s possible to associate an issue with a set of custom timers. Each timer corresponds to a SLA you want to follow (e.g. a timer to follow elapsed time between the creation and the resolution, or between the first comment and the closure).
You will define for each timer a target SLA and the timer will allow you to see if you fulfill this commitment or not, on each issue. The value of the time commitment will be determined according to the different fields of issues (priority, project, custom fields).
For example, you have a Service Desk and different clients. Each client creates a ticket in his own project. With VertygoSLA, you will be able to define rules like “In my project CustomerA, Issues of priority “Blocker” must be assigned in less than 1 hour and resolved in less than 3 hours, and issues of priority “Major” must be resolved in less than 8 hours”. You will be able to define a time commitment value for each client/field of the issue. You will also be able to define a specific SLA for a specific client.
For each timer, VertygoSLA will calculate a Due date (date + hour). The Due date is determined by the value of the SLA (time commitment) and the starting date of the timer. Timers are based on a working-hour calendar.
VertygoSLA proposes two predefined SLAs: one to follow the resolution time (GTR) and one to follow acknowledgment time (GTI). But it’s very easy to define your own!
Modeling Your SLA with VertygoSLA
With VertygoSLA for Jira 3.13 and Jira 4.0, you can:
- Define your SLA based on any event (custom starting and stopping triggers) – follow the time between the creation and the closure, between the first comment and the resolution.
- Freeze the time on predefined statuses – imagine your client creates an incomplete ticket and you don’t understand it. You can “freeze” the timer while you wait for your client’s information.
- Define working hours – you can specify the open hours of your service. The timer will take into account only these hours.
- Visualize emergency levels with different colors – you can choose the levels and the colors.
- Defined criteria on project, Jira and custom fields.
- Search for violated/non-violated issues.
What’s Next for VertygoSLA
Some of our international customers want to use VertygoSLA more widely so I have designed the function of using several calendars and will implement this major feature in the next version.
Another key point is that there is no notification sent by VertygoSLA, so I have also looked at triggering the sending of an email when the SLA is violated.
You can download the plugin, check compatibility, and find the documentation from VertygoSLA’s page on Atlassian’s plugin repository.