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