SLA Dashboard Gadget for Jira
SLA (Service Level Agreement) outlines what services are covered, how support is delivered, and the performance standards the provider commits to meet.
An SLA typically specifies response and resolution times for support issues, service availability or uptime guarantees, support hours, and escalation procedures. It helps set clear expectations, ensures accountability, and builds trust by defining measurable commitments for both the customer and the provider.
SLA tracking helps organizations ensure consistent and reliable software support by monitoring whether agreed service levels are being met. Some key benefits include:
Improved customer satisfaction by ensuring faster response and resolution times
Clear accountability through measurable support performance
Better prioritization of issues based on severity and impact
Early identification of risks before SLA breaches occur
Data-driven improvements using reports and metrics
Increased trust and transparency between customers and service providers
Overall, SLA tracking helps maintain service quality, reduce downtime, and strengthen customer relationships.
How to access the app:
Open “Dashboards” from your top Navigation bar. And create a new Dashboard.
Once a dashboard is created, click on “Edit” and “Add a Gadget”. Search for gadgets by the name of RVS.
You will find the below gadget. Click on “Add” and the gadget will be added to your dashboard screen.
The Gadget contains the following configuration options:
Data Source: You can use the following filters to define your tickets for which you want to track your SLA information.
The data can also be filtered by using custom JQL or your saved Jira Filters as shown below.
Table Fields : The gadgets comes with a default Report in table format. You can add other fields to this table data using the below configuration.
Chart Configurations : The gadget then allows you to add multiple charts to your gadget for “Time to Resolution” and “Time to First Repsonse” data for your filtered issues. In the example screenshot below we have added charts with multiple metric and grouping options.
Once the charts are configured and the gadget is saved, the charts are displayed along with the table data at the bottom of the gaget.