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Service Level Agreement (SLA) management and monitoring is very important part of ITIL. As it is not possible to do a real-time SLA monitoring in JIRA, we decided to create a tool, that would help us to watch SLA. This tool is for free now! If you are interested in it – keep on reading.

What is so difficult about SLA monitoring?

Out of the box JIRA and other ticketing systems measure ticket times based on clock time; however quite often service level agreements are defined using service desk window and business time.

Let us take and example for a simplified service level agreement:

• Service Desk for regular tickets is open on working days from 8:30 – 17:30. (Service desk is not open on Saturdays, Sundays and public holidays.). For 1st priority tickets service desk is open round the clock.
• 1st priority incident reaction time should be 2 hours
• 2nd, 3rd and 4th priority incident reaction time should be 6 business hours
• Resolution time for 2nd-4th priority incidents shall be 16 business hours. Time which is used by customer to prepare additional information for the ticket, shall be calculated out of the resolution time.
• Change requests shall be according to the deadline which is specified in the implementation proposal

In order to track such SLA, we need a smart system that knows everything about clock hours, working hours, holidays and deadlines. And we need to see this information in real-time in order not to miss the deadline.

So we created a web application SLAdiator.com and

1. First define working time – working days, holidays working clock hours.
2. Then you define metrics, e.g. “Priority 2 incident resolution time” where you specify which tickets should be monitored (type = “Incident”, Priority = “2″).
3. Then you describe, in which statuses time shall be calculated, e.g. you might want to calculate time spent in statuses “Open” and “In progress”, but you would not like to include time spent in statuses “Waiting info from customer”, “Resolved” or “Closed”
4. Finally you specify deadline (e.g. “16 business hours”) and warning time (e.g. “warn me 4 business hour before deadline”).

Now, when SLAdiator is set up, you install JIRA SLAdiator plugin and define which tickets you want to send to SLAdiator.

As a result you get a real-time monitor which shows ticket with approaching deadlines and you can create SLA reports.

Few notes about security

JIRA plugin sends just a few fields about ticket – date created, date updated, due date, status update dates and ticket id. No sensitive information (like customer, ticket subject or details, reporter, etc.) are sent out from JIRA. Besides that, communication itself happens over SSL encrypted connection.

Problem

Lately I have been in a situation when there is a need to have lots of JIRA users set up, but actually only few users use JIRA. Our customers have asked to create an account for each possible user/employee, but in fact, only few (really some!) users are using JIRA to report tickets directly. Other users either report tickets over phone, via their primary contact person or via other means.

The problem in this situation is to find out what kind of JIRA license you need as JIRA is licensed per active users. Do you need to buy a JIRA license for several hundreds of users or just the number of users that actually use or will use it?

That would be reasonable to buy license for JIRA only for the users that use this system, right?

Solution

So I came up with a simple solution to survive with the license that matches the actual JIRA user count rather than to buy a license for users who will eventually never use the system. The idea is simple – all user accounts that are not using JIRA actively shall be created and then disabled. (You do not need to buy a license for inactive JIRA accounts.) Whenever inactive user wants to log on to the system for the first time, she/he uses “forgot password” functionality. Once user receives the password, the account is automatically enabled. As a result active number of accounts actually is aligned to the number of active JIRA users.

Technical solution

Technically this solution is implemented as a JIRA plugin. You install the plugin and then you can disable unused accounts and instruct first time users to use the “forgot password” functionality. That’s it.

Security aspect. In order to prevent auto enabling of any disabled account, the user should be explicitly placed in group ‘auto-enable’. This will prevent automatic enabling of ex-employees or otherwise disabled old JIRA accounts that shall not be enabled.

Want the plugin?

If you have interest in this JIRA plugin then please drop me a note here or on e-mail.

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