A service level agreement, or SLA policy, is an agreed upon measure of the response and resolution times that your support team delivers to your customers.
For example, you can define an agreement where you respond to urgent tickets in 10 minutes and want to resolve them within a couple of hours.
In this post, we will be integrating SLA information from Zendesk with a plugin named Time to SLA which is available on Jira and makes tracking SLA's easy. In this use-case we will be Starting/Pausing/Ending SLA' based on statuses. It's also possible to do it with custom date fields and even comments. SLA's can even be differentiated by priority or narrowing down the scope using JQL functions.
Apart from this we will also be syncing over the below mentioned SLA metrics to a custom field in Jira :
- Latest Comment added at
- Reply Time
- First Resolution Time
- Full Resolution Time
- Agent Wait Time
- Requester Wait Time
- On Hold Time
- Solved At
THE SCRIPTS
Zendesk Outgoing Sync :
def response = httpClient.get("/api/v2/tickets/${ticket.id}/metrics")
def latest_comment_added_at = ("${response.ticket_metric.latest_comment_added_at}")
replica."latest_comment_added_at" = latest_comment_added_at
def reply_time_in_minutes = ("${response.ticket_metric.reply_time_in_minutes}")
replica."reply_time_in_minutes" = reply_time_in_minutes
def first_resolution_time_in_minutes = ("${response.ticket_metric.first_resolution_time_in_minutes}")
replica."first_resolution_time_in_minutes" = first_resolution_time_in_minutes
def full_resolution_time_in_minutes = ("${response.ticket_metric.full_resolution_time_in_minutes}")
replica."full_resolution_time_in_minutes" = full_resolution_time_in_minutes
def agent_wait_time_in_minutes = ("${response.ticket_metric.agent_wait_time_in_minutes}")
replica."agent_wait_time_in_minutes" = agent_wait_time_in_minutes
def requester_wait_time_in_minutes = ("${response.ticket_metric.requester_wait_time_in_minutes}")
replica."requester_wait_time_in_minutes" = requester_wait_time_in_minutes
def on_hold_time_in_minutes = ("${response.ticket_metric.on_hold_time_in_minutes}")
replica."on_hold_time_in_minutes" = on_hold_time_in_minutes
def solved_at = ("${response.ticket_metric.solved_at}")
replica."solved_at" = solved_at
replica.status = issue.status
Jira Incoming Sync :
if(replica.status.name == "solved")
{
def p = ""
p+= "Ticket ID : " + replica.key + "\n" + "Latest Comment Added At : "+replica.latest_comment_added_at.values[0] + "\n" + "On Hold Time in Minutes : "+replica.on_hold_time_in_minutes.values[0].calendar + "\n" + "Agent Wait time in Minutes : "+replica.agent_wait_time_in_minutes.values[0].calendar + "\n" + "Solved At : "+replica.solved_at.values[0] + "\n" + "Requester wait time in minutes : " + replica.requester_wait_time_in_minutes.values[0].calendar/60000 + "\n" + "First Resolution time in minutes : "+replica.first_resolution_time_in_minutes.values[0].calendar/60000 + ""
issue.customFields."SLA Info".value = p
}
def statusMapping = ["new":"Open", "open":"Open","pending":"Pending","hold":"Work in Progress","solved":"Done"]
def remoteStatusName = replica.status.name
issue.setStatus(statusMapping[remoteStatusName] ?: remoteStatusName)