The SLA Insights application aims to empower empowers customers with real-time insights into Service Level Agreement (SLA) times directly from the Jira Service Management portal. This app seeks to enhance enhances the customer experience by providing clear transparency into SLA performance, ensuring better communication and informed decision-making. The primary objective is to enable customers to easily access SLA information, fostering trust and improving their overall satisfaction.
The app introduces two interfaces to your Jira environment: the admin configuration page and the service desk portal request detail panel. On the admin page, you’re able to configure the visibility of the SLA information to your customers. The service desk portal request detail panel is where the SLAs will be displayed to your customers.
Only default SLA definitions supported
Currently, this app only supports the default SLA definitions of “Time to first response” and “Time to Resolution.” We are working on extending the app to support custom SLA definitions. Until then, the app will not work correctly if you remove the two default SLA definitions.
Configuring the SLA Insights Application
Read this document on how to configure the SLA Insights application after download.
Product Roadmap - SLA Insights
This document has future plans for expanding and improving this application.