Better Jira ticket metrics, alerting, and SLA enforcement

[Andrew van der Stock]

Hi Board,

I've spent some time today in Jira ensuring that all of our projects have the same SLAs:

• 8 business hours to first response
• 24 business hours to resolution 

I've updated the calendar to adhere to our 4 Day Work Week schedule, which will provide for more realistic metric reporting. 

I've created a Slack channel integration to alert all staff when a ticket is about to be breached, and asked them to turn on notifications, so that we can act on tickets that may fall out of compliance. 

I will be monitoring the state of tickets every day, and working with staff members to find a solution to tickets that are aged or problematic. We have some tickets that have historically stayed open, such as pre-approvals, when in fact, we need to change our processes to close tickets as soon as we have finished work on them.

Additionally, I've removed Charity CFO's performance from our metrics, as they are constantly achieving our net 30 day AP. I have reports for them if they desire, but they are not subject to SLA guarantees for staff. As CharityCFO cannot see the Slack channel, they are not subject to exceeding the SLA guidance. All expense and pay invoice ticket types now have a description that says that they are net 30, so that is the SLA for paying chapter leaders expenses, board travel expenses, and invoices via the Jira ticketing system. 

Starting this month, I will be reporting on breach metrics and satisfaction survey results, with a goal to ensuring all tickets are processed in a timely fashion. In return, I will be asking our staff to work with our community to ensure that all work requests are funneled through the ticketing system, other than long term projects. One of the challenges we have is there are many ways to contact us, and not all of them end up being tracked. People who log tickets will get priority over those using more informal methods of communication. I will be relaying this to our community today, and reinforcing it from time to time. 

In the coming months, you will see:

- The addition of knowledge base articles on the portal to assist people with self-service wherever possible

- The likely break up of the inscrutable name "Non Funding Service Desk" to be something that better represents the community's interface with us

- A review of all ticket types to eliminate unnecessary data collection and improve the processes, similar to the Chapter creation process as detailed yesterday. 

For your information, Harold can reach the dashboards at any time if you need them for whatever reason. I will ensure that the July slides are made available to you with the updated metric reporting by the Board prep call, with the final graph to be published in time for the Board meeting. I would appreciate feedback if you have suggestions or improvements you'd like to see.

thanks,

Andrew

[Louis Griffith]

Hi Andrew,

Thank you for setting up the process.

Kind regards,

Ricardo

Sent from my iPhone

On Jul 9, 2025, at 11:07 PM, 'Andrew van der Stock' via Global-board <global...@owasp.org> wrote:

Hi Board,

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