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Publishing queue teams often need to monitor their Service Level Agreement (SLA) performance to maintain quality of service. Jira provides built-in functionalities to check SLA stats.

This guide is targeted at SDP publishing teams working on the SDP platform, it shows how to find and look at SLA (how fast we need to work) stats in Jira for SDP teams. You need to 1) Log in to Jira, 2) Find your project, 3) Click on ‘Reports’, 4) Choose the SLA report, and 5) Look at the stats. Try this out to know how well your team is doing.

Prerequisites

  1. Access to Jira Software with an active agent licence.

  2. Assigned role with permission to view reports on the specific federated publishing Jira Service Project.

Steps

Step 1: Login to Jira

  1. Open your browser and navigate to your Jira instance URL.

  2. Enter your username and password to login.

Step 2: Navigate to Service Desk Project

  1. On the top navigation bar, click on Projects.

  2. Select your specific Service Desk Project from the list.

Step 3: Open Reports

  1. In the left sidebar menu, click on Reports.

Step 4: Select SLA Reports

  1. Browse through the list of available reports.

  2. Click on the report that pertains to SLA metrics. This could be something like “SLA Goals” or “SLA Performance”.

Step 5: Customize & View

  1. You may customize the report using filters and date ranges.

  2. Once satisfied, click Apply to view your SLA statistics.

Next Step

To get started, log into your Jira account and familiarize yourself with the Reports section. Try applying filters and date ranges to customize the SLA report as per your team’s needs.

References

  1. Atlassian Documentation on Jira Service Desk Reports: Atlassian Documentation

  2. Explanation of SLAs: Service Level Agreements in Jira Service Desk

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