SLA Insights Application

Owned by Rachel McMinn
Last updated: Jan 30, 2024
2 min read

The SLA Insights application empowers customers with real-time insights into Service Level Agreement (SLA) times directly from the Jira Service Management portal. This app 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.

 

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Full service desk customer view, with SLA Insights app appearing in the right-hand panel
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Breached SLA example

 

 

 

Read this document on how to configure the SLA Insights application after download.

This document has future plans for expanding and improving this application.