SLA Insights Application

Owned by Rachel McMinn
Last updated: Nov 13, 2024 by Rick Munoz
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

 

 

 

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.