Service level Agreement countdown timer for Incidents
Release Notes
Service level agreements are important to keep for customers. Failing to do so can result in lost dollars for the company and a decrease in customer satisfaction and confidence. If you have multiple active incidents, it can be challenging to understand how long the incident has been open and how much time you have remaining to address the problem. The SLA countdown timer allows you to configure the length of your specific SLAs and to see a countdown of time directly on Incidents so that you can make sure you keep your customers happy and meet your SLAs.
Documentation: https://docs.gitlab.com/ee/operations/incident_management/
Problem to solve
Service level agreements are important to keep to customers - failing to do so can results in lost dollars for the company and a decrease in customer satisfaction and confidence. When a Support engineer or Support manager is triaging and delegating multiple incidents at a time, it is difficult to keep an eye on SLAs.
Intended users
User experience goal
Support engineer can quickly assess how long an incident has been open and how long they have to meet the Service Level Agreement for customers.
Proposal
Create an attribute on incidents that shows how long an incident has been open and how much time the support team has to meet the SLA.
| Have option to add "time to SLA" counter to incident in Settings > Operations | Timer appears in the highlight bar when activated | Tooltip showing hours and minutes | When a user runs out of time, a "SLA exceeded" label and system note are added | When the setting is toggled on, surface the "time to SLA" as a column on the incident list |
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- Displaying the "time to SLA" will be linked to a settings checkbox. This checkbox will default to being unchecked.
- When the "time to SLA" feature has been enabled, a countdown will start from the moment the incident is created, and it will update in 15 minute increments.
- The "time to SLA" countdown will appear in the highlight bar on incident issue types.
- When enabled, the "time to SLA" will also show up in the incident list. This column will likely need to be sortable, with the down sort linked displaying incidents nearest to their expiration time at the top of the list. This piece can be part of a separate iteration, if/as needed.
Further details
This works supports the Incident Management Direction.