Can I set and report on SLA's in the system?

Overview

The SLA Tracker is a customisable widget that displays user-configured Service Level Agreements (SLAs) based on project type and status. It serves as a visual task management tool, helping users quickly identify projects that require immediate attention based on their time in a specific status.

How do I create an SLA tracker?

Creating a report is simple and follows the same general rules as other dashboard widgets.

1. Click the Add Widget button.

2. Select SLA Tracker from the available options.

3. Enter a title for the report.

4. Use the installer and project owner filters to limit the data

5. Add sla -select the project type, status

6. Set the SLA 5 thresholds

1. Widget Configuration

To set up the SLA Tracker, users can configure the following fields:

General Settings:

• Widget Name: Choose a clear, descriptive name for your tracker.

• Installer Filter: (Optional) Applies to the entire widget to show only projects from a specific installer.

• Project Owner Filter: (Optional) Applies to the entire widget to show only projects assigned to a specific owner.

SLA Rules (Add one or multiple):

• Project Type: Select the type of project to track.

• Status: Define which project status this SLA applies to.

• SLA Value: Set the target timeframe.

• Unit: Choose Days, Hours, or Minutes.

RAG (Red, Amber, Green) Thresholds: Applies to the whole widget, calculated based on the percentage of the SLA time spent in the current status.

• Red: Must be greater than Amber.

• Amber: Must be greater than Green.

• Green: Base acceptable threshold.

[Insert Configuration Interface Screenshot Here]

2. Navigating the Tracker

Once configured, the main dashboard will display your tracked projects.

Displayed Data:

• SLA Status (visual indicator based on SLA %)

• Project Type & Customer Name

• Current Status

• Time in Status & SLA Detail

• Active Filters (Installer and/or Project Owner, if applied)

• Action Buttons: View Project & Deprioritise

Default Sorting: By default, projects are automatically ordered by urgency to ensure the most critical items are seen first:

1. Breached (SLA missed)

2. Red

3. Amber

4. Green

Note: Users can override this by applying a manual sort to the list.

3. Task Management: Prioritising & Deprioritising

The SLA Tracker includes a built-in workflow to help users manage visual clutter and focus on actionable items.

• Deprioritising: Click 'Deprioritise' to move a project to a secondary list. This is ideal when a project is waiting on external factors or requires no immediate action from the user.

• Secondary List: This view displays the same project data but adds a "Time of Deprioritisation" timestamp.

• Prioritising: From the secondary list, users can click 'Prioritise' to move the project back to their main active list when it is ready to be worked on.

⚠️ Important Note: Prioritising or deprioritising a project has no bearing on the actual project health or underlying data. It is strictly a pseudo-task management system tied specifically to each individual user's account view.

Displays user-configured SLAs per project type status.

Configurable fields:

• Widget name
• Installer filter (Optional, applies to whole widget)
• Project owner filter (Optional, applies to whole widget)
• SLA (add one or many):
• Project type
• Status
• SLA
• Unit (Days, hours or minutes)
• RAG thresholds (applies to whole widget, based on SLA time in status)
• Red (must be > amber)
• Amber (must be > green)
• Green

Using Additional Filters in Pathway SLA Widgets

The Additional Filters feature gives you greater control over the data displayed in your SLA widgets. By enabling specific data fields as filters, you can easily segment your reporting, such as by Project Source or MPAN/MPRN or any other custom text fields you have in your projects, directly within your dashboard configuration.

How to Apply Filters to Your Dashboard

Once enabled for your account by the Support Team, you can apply these filters to your SLA widgets by following these steps:

1. Open Dashboard Configuration: Navigate to the specific dashboard you wish to update and enter the configuration mode.
2. Access Filter Settings: Locate the Additional Filters section within the widget settings.
3. Select Filters: You will see a list of enabled fields (e.g., Project Source, MPAN). Select the filters you wish to apply to your widget.
4. Save Changes: Click Save to update the dashboard. The SLA widget will now display data filtered according to your selections.

Note: You can add multiple filters to a single widget. The system will apply the same SLA settings to all selected projects.

Note: If you require new filters or need assistance enabling these fields for your organisation, please contact the Jumptech Support team to have the necessary backend setup completed.